Customer Support Team

Posted 3 September by Key Group
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Due to business growth and demand we are hiring within our team of Case Owners.

We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.

To do that, we're mindful of staying true to the values that make us who we are, and proud of what we do.

This team are responsible for processing mortgage applications from receipt through to completion with agreed service levels, policy and criteria. This is a varied and rewarding role.

Principle Responsibilities:

  • To be responsible for the management of your caseload, covering a variety of work-types, to ensure customer queries / issues / administrative requests are dealt with efficiently and within agreed service levels.
  • The following areas are some of those covered within this role: - Mortgage offers, Post offer queries, Post application processing.
  • To provide an exceptional service to our customers in all aspects of their dealings with us.
  • Liaising with relevant internal and external stakeholders to maintain quality relationships.
  • To ensure all tasks are completed accurately and within specific time frames, criteria and policy.
  • Deal with incoming telephone calls from customers relating to their mortgage and related applications.
  • To manage the completion of all mortgage files, agreeing completion dates, checking documentation, setting completion dates.
  • To be responsible for the management of your caseload from mortgage offer to completion, ensuring that all applications are monitored and chased in a timely manner.
  • To liaise with solicitors, valuers, brokers and customers as and when required to ensure the application progresses smoothly.
  • To carry out any post completion work as required by the business.
  • To keep up to date and conversant with lending criteria, products and special schemes.
  • To ensure all tasks are completed accurately and within specific time frames, criteria and policy.
  • Deal with incoming telephone calls from customers relating to their mortgage and related applications.
  • Manage broker expectations, prioritise tasks and caseload to in line with agreed KPI's.

Customer Support | Customer Service | Case Owner | Communication | MS Office | Administration | Telephony | Inbound | Financial Services | Mortgage Lending

Benefits

Bonus Scheme 22 days holiday, increasing with length of service / EAP / AE / Simply Health / Annual Leave Purchase Scheme

Additional Information

Permanent and FTC's available. Immediate starts available.

Essential Skills

  • Excellent software skills, particularly Outlook & Word (Excel and Adobe also preferred, although training will be provided).
  • Ability to multi-task and manage own workload in a fast-paced environment.
  • First class communication skills, both written and verbal.
  • Be driven by customer service and going the extra mile to deliver exemplary service.
  • Ability to work under pressure and to deadlines.
  • Commitment to maintain accuracy and attention to detail, ensuring work is of the highest quality.
  • Strong administration skills.
  • Ability to work well individually and as part of a team.

Desirable Skills

  • Experience of working within the Financial Services industry and in particular in the mortgage lending arena is preferred.

About Company

Our purpose is to help people finance a better retirement. Our mission is to be the UK's leading later life lending company. Our connected portfolio of brands comprises of Key, Key Partnerships, more2life, The Equity Release Experts and Air Group.

Required skills

  • Customer Support | Customer Service | Case Owner | Communication | MS Office | Administration | Telephony | Inbound | Financial Services | Mortgage Le

Reference: 40817639

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