Care-Focused Mortgage Support Advocate

The West Brom; West Bromwich; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Holiday allowance 25 days + bank hols

Pension scheme 5%+7% company match

Private medical insurance (discounted)

Perkbox access

Job summary

The West Brom is recruiting a Specialist Support Advocate to join our Specialist Support Services on a permanent basis. The role focuses on delivering excellent service to customers in vulnerable situations, ensuring outcomes consider individual needs and regulatory requirements.

You will engage with customers across phone, email, live chat and written correspondence, acting as a primary contact and providing information first time to those in financial difficulty or bereavement, while

Qualifications

• Previous experience delivering great customer service.
• A calm, clear, and confident communicator who can get their point across and make others feel heard.
• Willingness to learn, adapt and support colleagues as needed.

Responsibilities

• Be there when customers need us, via phone, email, live chat or written correspondence.
• Act as primary contact for customers approaching end of mortgage term, in financial difficulty or bereavement, providing information first time where possible.
• Carefully manage customers’ accounts to support them throughout the journey and make interactions easier.
• Reach out to customers to establish and maintain contact, keeping them updated and supported.
• Handle queries about accounts, support options or any other customer needs with confidence.
• Liaise with third party suppliers offering additional support or take further action when required.
• Stay up to date on regulation, policies and procedures to share knowledge with customers.

Skills

Customer service

Communication

Empathy

Teamwork

Tech-savvy

Problem solving

Job description

The West Brom is recruiting a Specialist Support Advocate to join our Specialist Support Services on a permanent basis. The role focuses on delivering excellent service to customers in vulnerable situations, ensuring outcomes consider individual needs and regulatory requirements.

You will engage with customers across phone, email, live chat and written correspondence, acting as a primary contact and providing information first time to those in financial difficulty or bereavement, while