Customer Retention Representative

Hodge Bank; Cardiff; On-site; GBP 23,000 - 28,000; Full time

Job summary

Hodge Bank is seeking a Customer Retention Representative in Cardiff to support the retention team and manage mortgage customer relationships. You will handle inquiries, guide customers through renewal options, and help craft tailored retention offers to improve satisfaction and loyalty.

The role requires mortgage knowledge, strong communication, and problem-solving skills, with a focus on regulatory compliance and accurate record-keeping. 35-hour weeks in Cardiff, salary around £25,100.

Qualifications

• Experience in a similar role within financial services.
• Knowledge of mortgage market and regulatory environment.
• Excellent written and verbal communication and interpersonal skills.
• Problem solving and initiative.
• Proficiency in using Office 365 applications.

Responsibilities

• Handle incoming calls and emails from customers/brokers regarding mortgage queries, payments, and retention offers.
• Track customers nearing the end of their mortgage terms and send communications.
• Collaborate with the retention team to create tailored retention offers based on customer needs.
• Assist in processing and confirming mortgage renewals and explain options and new terms.
• Maintain records accurately and ensure timely information production.
• Investigate and resolve complaints related to mortgage accounts and retention offers.
• Ensure regulatory compliance and company policies in all actions.

Skills

Customer service

Mortgage knowledge

Office 365

Communication

Problem solving

Tools

Office 365

Job description

Closing date30 Oct 2026Salary£25,100ContractFull TimeHours35LocationCardiffDo you want to be part of a force for good, helping to make life better for customers and society in the moments that matter? At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities. Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.The Customer Retention Representative will be responsible for supporting the retention team in managing and retaining existing mortgage customers. Working closely with both customers and internal teams to ensure a smooth experience for those nearing the end of their mortgage term, as well as help with customer inquiries, renewals, and other retention activities. A professional, effective service must be provided at all times and compliance and ensure that regulatory requirements are satisfactorily met.Essential ExperienceExperience in a similar role within financial services.Demonstrates good knowledge of mortgage market and the regulatory environment.Excellent written and verbal communication and interpersonal skills.Shows problem solving skills and ability to use initiative.Ability to demonstrate proficiency in using Office 365 applications.Key Responsibilities will include:Handle incoming calls and emails from customers/brokers with regards to mortgage queries, payments, and retention offers.Track customers nearing the end of their mortgage terms by sending customer/broker communications.Collaborate with the retention team to create tailored retention offers and solutions based on the customer’s profile and needs.Assist in processing and confirming mortgage renewals, ensuring customers understand their options and new terms.Ensure that all systems-based records are correctly maintained and information is produced in a timely manner.Investigate and resolve customer complaints or concerns related to mortgage accounts and retention offers in a timely and professional manner.Ensure all actions and communications comply with regulatory requirements and company policies.Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, media, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.Apply today to become part of Hodge’s mission to make life better for customers and society in the moments that matter.