Mortgage Support Adviser

Nottingham Building Society
£18k - £18590 pa
15 Apr 2017
15 May 2017
Contract Type
Full Time
Do you have a knowledge and understanding of the Mortgage application process? Are you looking for a new challenge to broaden your skillset? The Nottingham are currently looking for a Mortgage Support Officer to join the team at our head office to provide a professional and effective service to our customers. You will be promoting the Nottingham's proposition promoting loyalty through an excellent customer service experience.

Key duties in this role include -

* Provide an excellent customer service to advisors and customers by demonstrating competence across defined skills matrices and call flows
* Achieve team and individual service objectives across all KPI's
* Build working relationships with lenders, insurers, solicitors, estate agents and appointed development managers to enable successful completion of cases and pro-active resolution of issues that may cause delay or declines
* Ensure that all submitted cases received are managed to a high standard - carry out customer requests in an accurately and timely manner. Resolve general queries, requests and initial complaints about service and policy to ensure that business is secured and issues are fully resolved and will not re-occur
* Identify and escalate issues that require advisor resolution
* Achieve individual sales targets
* Ensure customers cases are accurately maintained and documented to protect the integrity of the data and maintain consistency across the Society systems and produce accurate and relevant management information.
* Demonstrate accuracy and service standards through regular audits and file checks
* Contribute to the continuous improvement of service, systems, procedure and policy to ensure they reflect the Society's core values and meet business requirements
* Own and maintain personal development plans
* Work flexibly to support other Central Sales & Service teams to achieve their business objectives

The ideal candidate will demonstrate the following skills and experiences -

* Previous Mortgage experience would be advantageous
* Experience of working in a telephone based environment
* A good communicator who is well organised, professional and enthusiastic
* Self-motivated and sales focused
* At all times calm, welcoming and genuinely customer focused.
* Able to work in a team
* Must have an eye for detail, use their initiative and be accurate
* Educated to GCSE level standard including English and Maths