Support Services Officer - Customer Relationship
Paragon Banking Group PLC
Solihull, UK
1d ago

Brief description

Do you have previous customer service experience in a telephone based role? We’re looking for someone with excellent communication skills, the ability to adapt and learn in challenging situations and knowledge of the mortgage industry to join our Mortgages division.

Does this sound like the role you’ve been looking for?

Purpose of the role

To work as part of a telephone-based team handling new lending enquires, communicating with intermediaries to develop and maintain excellent relationships.

You will be receiving and making calls from intermediaries and first mortgage applicants to confirm / verify lending criteria, giving accurate updates on outstanding information on applications, and dealing with Solicitors queries to ensure applications complete in a timely manner. Duties and responsibilities

  • Effective handling of all new lending enquires, keeping up to date with changes in regulation and lending criteria
  • Effective handling of all Conduct Risk associated telephone calls
  • Liaising with underwriters and communicating lending decisions made to brokers and direct customers
  • Proactively chasing outstanding information
  • Accurate recording of call based data and information
  • Notifying critical information to relevant departments for actioning
  • Organising own daily workflow, ensuring that processes and procedures are always adhered to and tasks performed to agreed service standards
  • Managing, organising and updating information onto systems, internal databases and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes
  • Skills

  • Excellent written and verbal communication skills
  • An understanding and knowledge of the mortgage industry and its products
  • Knowledge of the buy-to-let mortgage market
  • Qualifications and experience

    Grade C or above GCSE (or equivalent) in English and Mathematics and previous experience in a telephone based role. Working hours 37.

    5 hours per week whilst our standard hours are Monday to Friday, 8.30am to 5.00pm (one hour for lunch) we encourage flexible working and your preferred options will be considered.

    Training

    Relevant training will be provided.

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