Empathetic Mortgage Support Advisor – Hybrid (FinTech)

LendInvest; Glasgow; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working policy

25 days holiday

Private healthcare

Matched pension contributions up to 4%

Life assurance

Performance reviews

Job summary

LendInvest is seeking a Customer Support Advisor to be the voice of the company, delivering empathetic, practical solutions to customers. The role focuses on mortgage and account queries, helping customers in financial difficulty, and supporting vulnerable clients while maintaining meticulous records.

This position suits someone with telephony-based customer service experience, excellent communication skills, and the ability to navigate multiple systems.

Qualifications

• Prior experience in telephony-based customer service (finance/banking a major advantage).
• Ability to stay calm and professional in high-stress situations.
• Excellent verbal and written communication; explain complex terms clearly.
• Comfortable navigating multiple systems and databases simultaneously.

Responsibilities

• Assist customers with mortgage or account-related queries.
• Support customers in financial difficulty with empathetic, practical options.
• Support vulnerable or long-term customers to maximise service value.
• Resolve complaints and escalate complex issues when needed.
• Maintain precise records of interactions and follow-up actions.

Skills

Telephony support

Customer service

Finance experience

Communication

Tools

CRM software

Job description

LendInvest is seeking a Customer Support Advisor to be the voice of the company, delivering empathetic, practical solutions to customers. The role focuses on mortgage and account queries, helping customers in financial difficulty, and supporting vulnerable clients while maintaining meticulous records.

This position suits someone with telephony-based customer service experience, excellent communication skills, and the ability to navigate multiple systems.