Mortgage Customer Service Representative

at  Yorkshire Building Society

An exciting opportunity has arisen to join the Mortgage Advice Team based in our busy Bradford contact centre!

ABOUT YOU

We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore, the successful applicant will need to have the ability to work in an agile manner.

You will also need to have:

• 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.

ABOUT US

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to provide “Real help with Real lives,” and your contribution will be pivotal in ensuring our customers have the best possible mortgage journey with YBS. As part of a dynamic team in a constantly evolving environment, each call presents an opportunity to fulfil our purpose and create a positive and joyful experience for all our customers.

The role responsibilities will include:

• 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.

Career development is a priority for us, and we take pride in assisting our colleagues on their personal growth paths. Within our organisation, there are opportunities to advance both within the business and specific departments. For instance, we’ve provided support to many of our colleagues by helping them to pursue their CeMAP qualification. Many of them have since become successful Mortgage Advisers, contributing to a future ready and customer focussed society for years to come.
Please Note: The initial training period will require full time attendance in the office. This role does offer hybrid working once full competent in the role, however you will still be expected to be in the office 2-3 days a week.