Customer Support Administrator - Mortgage Support Services (Hybrid)

TN United Kingdom; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading home-grown organization in Northern Ireland as a Customer Support Administrator. This dynamic role offers the chance to work in a hybrid model, providing essential support in mortgage services. You'll engage with customers, brokers, and solicitors, ensuring smooth mortgage completions and addressing queries efficiently. With a strong emphasis on teamwork and personal development, this position not only promises a rewarding career but also offers generous benefits, including a substantial pension contribution and a KPI bonus scheme. Embrace the opportunity to make a real difference in the lives of your community members while enjoying a supportive work environment.

Benefits

Annual KPI Bonus Scheme

Excellent pension with up to 20% employer contribution

Life Assurance Scheme

Group Income Protection

Generous holidays - 25 days plus up to 12 Bank Holidays

Extra day off for your birthday

Excellent training and volunteering opportunities

Qualifications

• 2 years of customer service experience required.
• Strong MS Office and IT skills needed.

Responsibilities

• Maintain mortgage records and assist with customer queries.
• Support customers through online mortgage and savings portals.

Skills

Customer Service

Interpersonal Skills

Attention to Detail

Organizational Skills

MS Office Skills

Education

6 GCSE passes including English and Maths

Tools

Microsoft Office

Job description

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Customer Support Administrator - Mortgage Support Services (Hybrid), Belfast

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Client:

Progressive Building Society

Location:

Belfast, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

10ab39c01691

Job Views:

2

Posted:

08.05.2025

Expiry Date:

22.06.2025

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Job Description:

Job Description

Who are We

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

This role involves Hybrid working model. You will need to be flexible and be able to commit to working shift patterns which may be introduced at a future date.

About The Role

ROLE SPECIFIC

• Maintenance of mortgage records
• Mortgage Completions and batch processes – ensuring all mortgage conditions have been established for the release of mortgage advances to Solicitors/borrowers.
• Solicitor post offer queries – ensuring any issues are resolved before mortgage completion.
• Instructing and payment of valuers
• Preparation of mortgage accounts to release funds
• Production and issue of customer letters and product switch administration
• Recording Title Deeds received and issued on the Deeds management system
• Ongoing maintenance and storage of Deeds
• Transfer of Land requests
• Dealing with Land Registry
• Various title queries and administration
• Dealing regularly with our customers, brokers, solicitors, and third-party enquiries and working closely with our branch teams and management, through multi-channel communication
• Provide ongoing customer support to our customers who engage through our online mortgage and savings portals
• Maintaining a detailed knowledge of our products and services to help resolve complex customer queries
• Various reporting and administration duties.
• Assisting and completing regulatory reporting duties and meeting deadlines;

ROLE GENERIC

• Contribute to the achievement of the Society’s Corporate Plan.
• Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
• Keep abreast of the latest innovations and developments, relative to your remit.
• Ensure compliance at all times with Society, regulatory and statutory requirements.
• Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
• Meet performance measures and KPIs set for you and your team.
• Communicate in a timely and effective manner with members of your team and other parts of the business.
• Participate in training & development opportunities.

GENERAL

• Demonstrate the Society’s values in behaviours and actions.
• Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
• Comply with Information & Cyber Security controls as relevant to your day to day duties.
• Work safely as a member of a team to carry out Health & Safety working practices.
• Carry out any other function necessary for the smooth running of the branch / department.

What's on offer?

• Annual KPI Bonus Scheme
• Excellent pension with up to 20% employer pension contribution
• Life Assurance Scheme
• Group Income Protection
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Extra day off for your birthday
• Opportunity to gain great exposure in supportive environment
• Excellent training and volunteering opportunities

Skills Needed

Servicing, Relationship

About The Company

Careers at Progressive: We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.

Company Culture

To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast-paced financial services industry. We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork. We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success. We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives. We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.

Desired Criteria

• Previous experience working in a financial environment
• Telephony experience

Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy of data input and attention to detail
• 2 year’s customer service experience
• Strong MS Office and IT skills
• Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

Closing DateSunday 18th May, 2025