Mortgage Customer Support

Are you looking for an exciting opportunity to join a dynamic team and make a real impact? We're currently seeking skilled Customer Support professionals to provide first-class service to our customers and third parties. To succeed in this role, you'll need excellent communication and problem solving skills, as well as the ability to work in a fast paced environment. You must also be customer focused, with a positive attitude and a passion or delivering outstanding service. If you're looking for a challenging and rewarding role, apply today and join our award winning team!

At Pure we are committed to exceptional standards of performance, continually improving and developing our business through the colleagues we employ.

Awarded a Gold standard 'Investors in People' accreditation, we are firmly geared up to build on our successes and grow our business with talented additions to our ever-evolving team.

We are a friendly, professional and dynamic place to work. If you would like to be part of our award winning culture and demonstrate our values of 'honesty', 'simplicity' and 'responsibility', we would love to hear from you.

We recognise that people experiencing mental ill health continue to report stigma and discrimination at work, and we are committed to creating a supportive and open culture, where colleagues feel able to talk about mental health confidently, and aspire to appropriately support the mental wellbeing of all staff.

Job Title
Mortgage Customer Support

Reports To

Customer Account Team Manager

Location

Thorpe Park, Leeds 15

Hours of Work

37.5 hours per week, core hours will be 8.45am - 5:00pm with 45 mins lunch.

Part time hours will be considered.

Due to business needs this role will be a hybrid of office and home working (once initial training has been completed) with a minimum of 2 days in the office each week, with the flexibility to increase to a maximum of 3 days as required for training.

Benefits

  • 25 days holiday with the option to buy or sell up to 5 days holiday per year
  • Birthday off
  • Monthly bonus scheme
  • Cash healthcare plan
  • Auto enrolment pension scheme
  • Learning & Development programme
  • Life assurance
  • Flexible working options
  • Volunteering days
  • Gym discounts

The Role

The start date for this position is Monday 6th January 2025

Overview

To support the Customer Account Servicing Department to deliver first class customer service.

Key Outputs

Assisting the Customer Account Servicing Department in telephony administration duties including:

  • Taking inbound calls from customers, solicitors, brokers, 3rd parties, executors etc
  • Establishing the reason for the call and deciding on the appropriate resolution
  • Refer customers that have wider complex queries to the Specialists within the relevant teams, ensuring full handover process is adhered to guaranteeing a seamless Customer Journey
  • Complete customer security and identification checks prior to discussing and disclosing confidential information.
  • Ensure accurate case notes are updated for each enquiry.
  • Provide a friendly, efficient, and accurate telephone service to all customer enquiries about their existing Mortgage.
  • Manage customer accounts post completion to ensure the property is occupied as part of our mortgage terms and conditions.
  • Manage Redemption Statement Requests from customers/solicitors & authorised 3rd parties.
  • Assist customers requesting further drawdown borrowing.
  • Delivery of exceptional customer service over the phone
  • Other ad hoc administrative duties as required.
  • To comply with company standards and policies, e.g., Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.

The Person

Overview

  • A presentable and organised individual with a keen work ethic
  • An excellent communicator, able to deal with customers and colleagues in a professional manner which is confident, open, and honest
  • Proactive, self-motivated, and positive approach to work
  • A passion and drive to achieve excellent customer service

Skills & Experience

Mandatory

  • Experience of working with customers/3rd parties delivering exceptional service
  • Excellent communication and relationship building skills
  • Highly organised with strong attention to detail
  • Ability to multi-task in a fast-paced environment
  • A keen work ethic committed and customer focused approach.
  • Confidence to facilitate sensitive conversations and the ability to empathise with different customer situations including vulnerable customers.
  • Proficient in the use of Microsoft Office applications

Desirable

  • Previous experience of working in an administrative role

Qualifications

Mandatory

  • GCSE (or equivalent) Maths and English grade C or above
At Pure, transparency on how we use and process your data is important to us. Please ensure you’ve read our Fair Processing Notice and Data Retention Policy prior to submitting your application.

Data Retention Policy

Fair Processing Notice

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

For more details on this role or to find out more about our team please contact our recruitment team at careers@pureretirement.co.uk.

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What our Customer Account Servicing team says about us

I love working at Pure Retirement & within the Customer Account Managers Team, atmosphere is brilliant & people are lovely. Every day is a pleasure coming to work

Emma Hudson, Customer Account Manager

Working on the customer account admin team is fast paced and busy but everybody works together really well as a team to make sure things get done whilst always maintaining great working relations with one another.

Jennifer Caul, Account Administrator

It is very rewarding working as part of the Property Management Team, we work hard to ensure that our customers and their family members are well looked after and have a friendly and helpful person to speak to if they ever need us.

Sheona Wilkinson, Property Administration Manager