Intermediary Mortgage Expert

Job Description

The purpose of this role is to provide an exceptional experience to our Brokers and Solicitors across both telephony and webchat, enabling them to achieve their ambitions and meet their clients mortgage needs whilst contributing to the Life Moments commercial ambitions.To hit the ground running it’s essential that you have some of these skills and experiences too: Experience of working in a customer-obsessed role preferably from a Business to Business perspective although not essentialExcellent written and verbal communication skillsAbility to multitask multiple online chat sessionsAbility to use IT systems and associated applications Ability to take ownership of complaints and complex issues.

Requirements

Provision of customer service through various communication channels including chat, email and phone.Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.Collaboration with teams across the bank to align and integrate customer care processes.Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Skills