Mortgage Post Completion Customer Service Officer
Mortgage Post Completion Customer Service Officer
Posted on :
26-12-2024
Employer Active
1 Vacancy
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Job Description
The main purpose of the Customer Service role will be:
- To be the first point of contact for existing customers dealing with enquiries processing amendments and providing assistance and guidance as required on mortgage related matters.
- Providing excellent customer service to all customers and sound decision making when managing these customers by considering the full range of support options available.
- Treating Customers Fairly (TCF) is central to the FCAs expectations of firms conduct and that all staff will be required to demonstrate a knowledge of this key operating principle which will be incorporated into TMLs operations.
- Note taking capturing customers requests and enquiries accurately.
- Productivity levels are within acceptable department standards.
- To minimise the number of repetitive enquiries from customers adopting a getting it right first time approach.
- Adherence and achievement of Service Level Agreements.
- Working within their allocated mandate and escalating when appropriate.
- Actively participates in and contributes to departmental meetings including making suggestions to improve processes or (where applicable) amend policy.
- Demonstrates a full understanding of regulation as it affects the management of customer accounts.
- Continued adherence to the companys training and monitoring programme which includes Anti Money Laundering/Financial Crime Treating Customers Fairly Anti Bribery and Corruption.
- Customer Service Officers are required to follow and adhere to the relevant processes and procedures within their mandate when handling customer inquiries.
- Deal directly with customers via telephone correspondence (postal or electronic) responding promptly to customer inquiries on account amendments balances redemptions requests title deeds transaction details statements and fees and charges.
- Maintain customer accounts keeping accurate records of actions taken
Qualifications :
- Post completion customer service experience within the secured lending or residential or commercial mortgage market
- Experience of the Land Registry of England & Wales and the Registers of Scotland and conveyancing activities.
- Understanding of the regulatory environment and in particular Treating Customers Fairly
- Experience of liaising with third parties such as solicitors. (Preferred)
- PC skills including MS Excel and Word
- Excellent communication skills
- Attention to detail
- Planning and problem solving skills
Additional Information :
Your Wellbeing We take your health and wellbeing very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.
- Competitive Salary
- 25 days annual leave
- Pension and healthcare
- Flexible working hours
- Hybrid Working
- Modern offices in Glasgow
- Positive and supportive environment
Your Contribution Were focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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