Our Client, are the UK’s largest third-party mortgage servicer, with 3,000 employees managing over £70bn of assets for over 60 clients across 500,000 customer accounts. Our outsourced mortgage servicing solutions include exceptional debt management and customer service capabilities, mortgage origination, asset trading, best-in-class analytics and much more.
Our Client have an exciting opportunity for a number of New Lending Consultants to join their team at the Doxford site. You will be working closely with customers in the first instance by undertaking inbound, outbound and webchat conversations from customers and Brokers in relation to new and existing mortgage applications. By engaging in a conversational fact find exercise to acquire income and expenditure details, you will be able to provide the Decision in Principle outcome to the customer. You will handle and deliver administrative processes within Customer Operations effectively and efficiently, including regulated processing of the initial Mortgage application to completion.
As a New Lending Consultant you will be the initial point of contact with inbound customers and Brokers in relation to Client Mortgage Propositions or Mortgage Applications, ensuring an excellent customer experience throughout. You will handle customer queries using the webchat communication tool which allows customers to engage with the Teams using a channel of their choice and you will use your active listening skills to ensure the customers financial situation is fully understood.
Quickly and accurately you will access the needs of customers and either deal with the query or situation if it’s within scope or handoff to the appropriate colleagues. You will maintain a high level of functional and technical expertise on policies and you will be able to schedule customer appointments with the Mortgage Adviser for the full mortgage application.
You will ensure all relevant customer documents are received in a timely manner and are then validated against the application requirements, you will also ensure all documentation is uploaded correctly and accurately onto the customer application.
This role is an extremely rewarding role where customer engagement is key. Operating hours include weekend working and flexible hours between 8am - 8pm Monday to Friday, of which you will be willing to work. Weekends will be 1 in 4 on a rota basis.
Skills and competencies:
Excellent communication skills.
Excellent conversational and listening skills
Problem solving skills
PC literate - Microsoft Office applications
Flexibility in approach to workloads
Customer service experience would be ideal