Mortgage Helpdesk Representative

Team Mortgages

Location Holborn Office

County Central London

Ref # 21434

Closing Date 26-Apr-2024

We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing out the best in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.  

 What you will do:

 

• Our Mortgage Helpdesk Representatives are the voice of Metro Bank for the mortgage broking community, and are responsible for delivering excellent service to all of our intermediary partners 

• Be the primary telephony contact for colleagues, intermediaries, brokers and solicitors, from initial enquiry right through to full application, valuation, mortgage offer and ultimately case completion

• Manage daily inbound calls from brokers regarding new and existing cases as well as registrations and supporting with any technical queries 

• Provide subject matter expertise on our lending policy, procedure and the navigation of the intermediary website and mortgage broker portal

• Act as point of contact between brokers and the mortgage underwriting and operations teams

• Ensure the AIP tracker is up to date daily, and sent to telephone BDMs to follow up on any AIP referrals

• Ensure broker liaison tasks are up to date daily, proactively contacting brokers as required

• Ensure the Mortgage Broker Helpdesk inbox and voicemails are managed daily

• Working with a large variety of teams and key stakeholders across the bank, to ensure smooth running of the Helpdesk in line with our SLAs

• This role can be based from our Holborn, Watford or Reading office (2 days per week in office). We are also able to consider part-time hours for this role. Our Recruiter will be happy to discuss further during any screening call

 

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 ability to call out any concerns.

 What you will need:

 

• Excellent experience within a mortgages role, with clear mortgage product and policy knowledge

• Excellent knowledge and experience from a customer facing role within the mortgage industry

• Strong communication skills, able to work well on your own and with a team and use initiative

• Knowledge of compliance, risk and how to treat vulnerable customers fairly

• Fantastic telephone manner, confident managing both inbound and outbound calls

• An ability to own customer issues through to quick resolution or by bumping up to the most appropriate colleague or team where necessary 

• Ideally CeMAP qualified or similar

• To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

 

This is usually a very popular role, therefore we strongly advise that, on both your CV and your application form, you highlight your experience and/or interest in Mortgages, as well as detailing how you meet the above ‘What you will need’ criteria.

 

Our promise to you…

 

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! 

• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!)

• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible – in this role you will be in office 2 days per week. This role can be based from our Holborn, Reading or Watford office, please speak to the Recruiter for more information

• We are also able to consider part-time hours for this role - our Recruiter will be happy to discuss further during any screening call

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box.  We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked.  So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!