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Mortgage Customer Service Representative

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Yorkshire Building Society

24d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Bradford

AI generated summary

  • You need telephony experience, strong verbal and listening skills, a track record of building relationships, and knowledge of Microsoft systems.
  • You will support customers via phone and digital channels, assist with home purchases, conduct eligibility checks, and collaborate with Mortgage Advisors for a smooth customer experience.

Requirements

  • Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
  • Excellent verbal and listening skills.
  • Previous experience of building positive relationships with colleagues and customers.
  • Knowledge of Microsoft systems.

Responsibilities

  • Supporting new and existing customers through a variety of channels e.g. telephony & digital.
  • Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
  • Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.

FAQs

What is the main responsibility of a Mortgage Customer Service Representative?

The main responsibility is to be the first point of contact for new and existing mortgage customers, providing support through various channels and ensuring a positive mortgage journey.

Is there a training period for this role?

Yes, the initial training period will require full-time attendance in the office.

How many days a week will I need to work in the office once trained?

Once fully competent in the role, you will be expected to be in the office 2-3 days a week.

What skills are required for this position?

The required skills include previous experience in a telephony-based environment, excellent verbal and listening skills, experience in building positive relationships, and knowledge of Microsoft systems.

Are there opportunities for career development?

Yes, career development is a priority, with opportunities for advancement within the business and support for pursuing qualifications like CeMAP.

What benefits does YBS offer employees?

YBS offers various benefits, including 25 days of holiday plus Bank Holidays, a bonus structure, pension contributions, healthcare plans, and access to a benefits portal with discounts.

How does YBS promote work-life balance?

YBS offers flexible working options to help employees find a healthy work-life balance, allowing adjustments for appointments, studies, or hobbies.

What kind of environment does YBS aim to create for its employees?

YBS aims to create an inclusive environment where everyone is welcome and respected, encouraging employees to bring their whole selves to work.

Is customer service experience necessary for this role?

Yes, previous experience in customer service, particularly in a telephony-based environment, is preferred to ensure exceptional service delivery.

What is the company's mission?

The company's mission is to provide "Real help with Real lives," focusing on delivering the best possible mortgage journey for customers.

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Yorkshire Building Society

Finance
Industry
1001-5000
Employees
1864
Founded Year

Mission & Purpose

Here at Yorkshire Building Society, we Help Real Life Happen for our members. And we’ve been doing it for more than 150 years. We’re also owned by our 3 million members, which means everything we do, and every decision we make is for their benefit. We manage their £40 billion assets wisely.  But we’re also here to make things better for our people, too. We’re a business that really cares as much about our colleagues as we do about our customers and our communities. And we offer an exciting future for everyone who joins us on our journey. So, if you’re looking for a warm, welcoming, inclusive and flexible workplace, you’ll discover somewhere that can really help your career happen. References to 'YBS Group'​ or 'Yorkshire Group'​ refer to Yorkshire Building Society, the trading names under which it operates (Chelsea Building Society, the Chelsea, Norwich & Peterborough Building Society, N&P and Egg) and its subsidiary companies.