Banking Associate (Mortgage Operations)

2022 - Chief Operating Office; Glasgow; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading financial institution seeks Banking Associates to enhance customer experiences in Mortgage Operations. You will support brokers and customers through the mortgage journey, delivering top-tier service in a dynamic environment. Candidates should possess strong customer service skills and thrive under pressure, with the opportunity to enjoy remarkable benefits from day one.

Benefits

Generous holidays - 38.5 days annual leave

Up to five extra paid well-being days

20 weeks paid family leave

Market-leading pension

Free private medical cover

Qualifications

• Proven ability to deliver accurate, high-quality work in a fast paced environment.
• Strong customer service experience.
• Demonstrated capability to manage multiple workloads efficiently.

Responsibilities

• Provide brilliant customer service for a smooth first-class journey.
• Build rapport and understand customer needs.
• Look for ways to improve customer experience.

Skills

Customer service

Attention to detail

Problem-solving

Time management

Tools

Microsoft Teams

Job description

Business Unit: Mortgage Operations
Salary range: £23,500 per annum DOE+ red-hot benefits
Location: UK Hybrid – Glasgow / Gosforth

Our Team

In Mortgage New Lending we are a central point of the mortgage journey for brokers and customers to deliver that dream home, our teams manage the mortgage journey from application to completion. This is a fast paced, exciting environment where no two days are the same.

Our Banking Associates provide a fantastic all-round experience for our brokers and customers, helping them with a range of queries. We’re looking for people who have experience in delivering top-notch customer experience and are comfortable with handling a wide range of queries, solving problems with confidence and care. You’ll have bags of energy to deliver those personalised magic moments and you’ll be responsible for making sure that customer experience exceeds all expectations each and every time!

What you’ll be doing

• You’ll be providing brilliant customer service, to make our customers have a smooth first-class journey.
• Looking for the little things that make a big difference by providing outstanding customer experience.
• You’ll be a Virgin Money Ambassador. We love going the extra mile for our brokers and customers and enjoy the pride that it brings to making a dream home come true!
• You’ll enjoy getting to know your customers needs by completing our initial stage application checks.

We need you to have

• Proven ability to deliver accurate, high-quality work in a fast paced environment where attention to detail is critical
• Strong customer service experience, with the ability to build rapport, understand customer needs, and provide effective support
• Experience using computer systems and digital tools, including Microsoft teams, to support internal operation and customer interactions.
• Demonstrated capability to manage multiple workloads or process at once, with strong organisation and time management skills.
• Adaptability in dynamic settings, with a history of learning new systems or process quickly.
• Consistent performance in roles that require accuracy, speed, and efficiency under pressure.
• A proactive, problem solving approach with a focus improving customer experience and spotting areas for improvement.

It’s a bonus if you have but not essential.

• Experience of working within mortgages
• Previous banking experience
• Some financial services knowledge

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)plus the option to buy more.

• Up to five extra paid well-being days per year.

• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.

• Market-leading pension.

• Free private medical cover, income protection and life assurance.

• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of theNationwide group,together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition [e-mail]

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks –we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.