Empathetic Mortgage Support Specialist

The West Brom; West Bromwich; On-site; GBP 24,000 - 32,000; Full time

Job summary

The West Brom is seeking a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will deliver excellent service to customers in vulnerable or potentially vulnerable situations while operating within regulatory requirements and supporting strategic objectives.

The role involves being available when customers need us, communicating across phone, email, live chat and written correspondence, and acting as a primary contact to provide accurate

Responsibilities

• Be there when our customers need us in a way which suits them via phone, email, live chat or written correspondence.
• Be a primary contact and provide the right information, first time for customers approaching the end of their residential mortgage term, in financial difficulty, or dealing with bereavement.
• Work on customers' accounts with care and attention to detail to support them throughout the journey and make interactions easier.
• Reach out to customers to establish/maintain contact, keep them updated and look at how we can support them.
• Handle queries with confidence, whether it's about their account, support options or anything else customers need.
• Liaise with third party suppliers who offer additional support to our customers, or take further action when necessary.

Job description

The West Brom is seeking a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will deliver excellent service to customers in vulnerable or potentially vulnerable situations while operating within regulatory requirements and supporting strategic objectives.

The role involves being available when customers need us, communicating across phone, email, live chat and written correspondence, and acting as a primary contact to provide accurate