Mortgage Support Agent
Location: Leek
Hours: Full time 35 hours per week
Contract: Permanent
Starting salary £24,250 with pay progression available
Want to change the world? A career that makes a difference
We’re not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We don’t just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we’re market leaders in ESG as rated by leading ESG ratings agency Sustainalytics*.
Working hours:
35 hours per week
Monday – Friday (shifts between the hours of 8am – 6pm). One in every three Saturdays (8am – 1pm).
This role will provide you with an excellent opportunity to gain full training and development in mortgage support in a welcoming ethical banking environment. This role will provide foundation knowledge to launch your career in banking. In return we ask for an excellent communicator, an inquisitive mind-set, and a compassionate ear for our customers in managing their mortgage repayments. You will be a supportive listener, comfortable in discussing sensitive financial matters and make it your mission to find solutions for our customers. You will learn from the best in our highly trained, friendly expert team of Agents. As you progress you will learn more skills that will develop your capabilities and career progression.
What You Can Expect From Us:
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Annual bonus scheme
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
Key Accountabilities:
- Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances.
- Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered and protected, to ensure the most appropriate outcome for the customer.
- Handling each call in a professional manner and having the ability to show empathy and sympathy as required
- Negotiating affordable re-payment plans with customers in financial difficulty following income and expenditure analysis
Knowledge, skills and experience required:
- Unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature
- Evidence of ability to communicate information clearly, concisely and accurately
- Positive and enthusiastic approach
- Strong interpersonal skills and an excellent telephone manner
- Evidence of Good problem solving and analytical skills
- Proven ability and desire to work in a fast paced environment
- Computer literate with the ability to navigate confidently and quickly around multiple systems whilst speaking to customers over the telephone
We can only consider candidates with the right to work in the UK and who can reliably commute to our Leek office.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk. Full role profile available upon request.