Specialist Customer Care - Intermediary Mortgage Expert

• Provision of customer service through various communication channels including chat, email and phone
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
• Collaboration with teams across the bank to align and integrate customer care processes
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

• Proven experience delivering excellent customer service in a telephony-based environment
• Effective stakeholder management skills, with the ability to build relationships and set clear expectations
• Excellent operational efficiency with the ability to confidently multitask and manage competing priorities

Mortgage knowledge - an understanding of mortgage products, processes, and policies

• modern workspaces, collaborative areas, and state-of-the-art meeting rooms
• wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations
• supportive and inclusive culture and environment
• flexible working arrangements
• hybrid working