JOB DESCRIPTION

On behalf of Nationwide, AMS are seeking a Customer Advisor Mortgages – Broker Support for a 12-month contract, with the possibility of extension, working within our Mortgage Department based at our Bournemouth Office, BH2 6EP/ Hybrid
Our frontline teams deliver Simply brilliant service every day. We know 63% of customers still value a face-to-face service offering and that’s why through our Branch Promise we now have the biggest branch network in the UK.

ABOUT YOU

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.
· Be proficient using a desktop/laptop computer.
· Be comfortable providing customer service on the telephone.
· Enjoy working within a fast-paced environment.
· Show excellent attention to detail and accuracy.
· Provide excellent written and verbal communication skills internally and externally.
If you’re a proactive team player with a commitment to delivering high-quality service, we’d love to hear from you!
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
· Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
· Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
· Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

You’ll be part of our Dedicated Broker Support team providing telephone, web chat and email advice / support to our Intermediaries and Business Development Managers on products, criteria and pre-application queries for both Nationwide and TMW brands. Handling and resolving queries from intermediaries (on behalf of the sales force) either to conclusion or escalate in accordance with Nationwide’s policy. Working towards department SLAs, targets and deadlines, delivering excellent customer service by ensuring the needs of the broker are met in line with group policy.