Customer Support Officer

Company Description

The days of putting people into boxes are over as far as we’re concerned. There are 8 billion people on this planet, and every single one is unique. So that’s how we treat each of our customers - as a living, breathing individual, not just a number.

We celebrate and support the beautiful complexity of real life. And instead of doing things how they’ve always been done, we do what’s best for our people and our customers, right now and into the future.

Our passion is to create the best products, services and experiences for customers and partners. That’s why we won’t compromise. If we don’t love it, we don’t do it.

So welcome to Real Life Lending. Welcome to The Mortgage Lender.

Job Description

To deliver an excellent service to customers experiencing difficulty in meeting their repayment obligations.

Demonstrate sound decision making, supported by rationale, utilising allocated mandate when managing these customers by considering the full range of support options available.

Assisting Team Leader Customer Support:

• Utilising workflow tools for task management and allocation.
• Collating and delivering management information relating to customers in arrears.
• Monitoring and managing workflow queues to ensure Service Level Agreement's (SLA’s) are met and ensure quality standards.
• Ensuring department procedures and associated manuals are easy to understand, are complete, compliant and up to date.

Key Responsibilities

• Customer Support Officers will refer to and apply, as appropriate, the relevant Arrears Management & Repossession Policy when considering the most suitable solution(s) for the customer.
• Customer Support Officers will consistently provide a high quality of service to customers, considering the customer’s individual circumstances, including root cause and affordability when agreeing appropriate solutions.
• Customer Support Officers are required to ensure all activities and interactions are conducted in a professional manner, and where appropriate deliver correctly documented commentaries that are customer focused, and up to date.
• Customer Support Officers are required to follow and adhere to the relevant processes and procedures, within their mandate, when handling customer inquiries.
• Customer Support Officers will maintain high standards when dealing with enquiries from customers and colleagues demonstrating a desire and willingness to listen and take appropriate action when necessary.
• Customer Support Officers, where appropriate, will liaise with relevant third parties when handling inquiries, ensuring adherence to TML’s Data Protection Policy.
• Customer Support Officers will refer cases to their line management, where appropriate, including agreeing to enquiries / solutions out-with their mandate.
• Customer Support Officers are required to demonstrate that they have considered and applied the principles of Treating Customer Fairly.
• Customer Support Officers are expected to contribute to the flow of communication within the team, by actively participating in staff meetings.
• Customer Support Officers will assist the Team Leader Customer Support in the effective operation of the Customer Support area.

Qualifications

• Experience within the secured residential mortgage market.
• Experience of Mortgage Collections/Arrears Handling process.
• Understanding of the regulatory environment and in particular, Consumer Duty
• Experience of liaising with third parties, for example solicitors, receivers and asset managers
• 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 well-being 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 - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Competitive Salary
• 25 day’s annual leave
• Pension and healthcare
• Flexible working hours
• Hybrid Working
• Modern offices in Glasgow
• Positive and supportive environment

Your Contribution - We’re 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.