Do you have a passion for mortgages? Would you like to work for a bank that has recently won the “Mortgage Provider of the year” award (The Mortgage awards, 2022)? Do you have experience in banking, mortgages or other financial services industries? If you’ve answered yes to these questions then we may have the role for you.
Following the team’s success in 2021 and 2022, we are looking to further grow our Mortgages distribution team. The Mortgage Helpdesk Representative is the primary telephony contact for brokers and intermediaries. You will be assisting with all mortgage queries including registration, mortgage portal access and general enquiries on potential new and existing cases. This role is key in representing our brand and creating fans by providing unparalleled service and expert advice.
Depending on the team, most of our roles offer hybrid working. This role will be based 2 days per week from either Reading, Watford or London (Bishopsgate) - which ever location works best for you!
So what would you be doing?...
•Taking inbound calls from brokers and intermediaries, assisting them with their applications and supporting them with any mortgage enquiries
•Register new Brokers and assist them with this process when necessary
•Acting as the go between for our brokers, mortgage underwriters and operation teams
•Proactively making outbound calling new brokers when required
•Building a thorough understanding of our lending policy, procedure and the navigation of the intermediary website and Mortgage Portal
•Supporting Brokers with the online mortgage portal
You need to be this kind of person…
• Passionate about providing unparalleled levels of service and convenience for customers
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Prepared to stick at something – we wonder what might be the issue if someone has jumped from job to job as we want people who are prepared to learn and grow
• Care about doing a great job and exceeding expectations with the quality of what you do
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...
•Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
•Knowledge and experience gained within the banking sector with some exposure to mortgages
•Experience in a customer facing role within a Financial Services organisation
•Ability to own customer issues through to quick resolution or by bumping up to the most appropriate colleague or team
•Excellent telephone manner with great general communication skills
•Able to work well on your own and with a team and use initiative
• Ideally you will be CeMap qualified, however this is not essential
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