Mortgage Advisor Virtual (Telephony & Video)

Barclays; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

Barclays in Liverpool is seeking a Mortgage Advisor Virtual (Telephony & Video) to support customers through their mortgage journey, handling enquiries, arranging high-quality appointments, and promoting digital self-service options.

You will respond to post-application queries, provide post-completion support including payment adjustments and direct debit updates, and address mortgage payoff inquiries in a regulated role under PRA and FCA.

Qualifications

• Demonstrated experience delivering high-quality customer service in a telephony-based environment.
• Proven ability to lead confident, in-depth conversations to understand customer circumstances and build trusted relationships.
• Excellent diary management skills and the ability to prioritise effectively in a fast-paced environment.
• Proven experience delivering Key Performance Indicators, demonstrating commercial awareness, and taking ownership of personal performance and results.
• CeMAP qualification preferred; mortgage sector experience advantageous.

Responsibilities

• Provide SME expertise on mortgages and life assurance and services to customers and colleagues, including features, functionalities, benefits, limitations, risks and compliance.
• Identify market trends, regulatory requirements and potential risks, and analyze data from performance MI and customer feedback to support product development and communicate findings to stakeholders.
• Respond to customer inquiries, resolve dissatisfaction, and provide advice on product usage.
• Present advantages and features of the product to potential customers to build trust and encourage adoption.
• Assist with development and execution of marketing materials for the product, such as brochures and online content.
• Participate in training sessions and workshops to share product knowledge with colleagues and other stakeholders.
• Participate in events and networking opportunities to showcase the product and generate interest.

Skills

Telephony-based customer service

In-depth conversations

Diary management

KPIs & performance ownership

Education

CeMAP qualification

Job description

Join us as a Mortgage Advisor Virtual (Telephony & Video), where you will primarily support customers throughout their mortgage journey by handling enquiries, arranging high-quality appointments, and promoting digital self-service options. You will also respond to post-application queries about progress and provide post-completion support, including payment adjustments, direct debit updates, and mortgage payoff enquiries.

This role operates a shift pattern between 8am and 8pm, Monday to Sunday.

To be successful as a Mortgage Advisor Virtual (Telephony & Video), you must have the following essential skills:

• Demonstrated experience delivering high-quality customer service in a telephony-based environment.
• Proven ability to lead confident, in-depth conversations to understand customer circumstances and build trusted relationships.
• Excellent diary management skills and the ability to prioritise effectively in a fast-paced environment.
• Proven experience delivering Key Performance Indicators, demonstrating commercial awareness, and taking ownership of personal performance and results.

Some Other Highly Valued Skills May Include

• CeMAP qualification.
• Experience or a background within the mortgage sector.

You may be assessed on the critical skills relevant to success in the role, including risk and controls, change and transformation, business acumen, strategic thinking, digital and technology capabilities, and job‑specific technical skills.

This role will be based in Liverpool.

This role is deemed a Certified role under the PRA & UK Financial Conduct Authority - Individual Accountabilities Regulations and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications needed to meet internal company benchmarks.

Purpose of the role

To develop and manage the success of specific financial products and services, providing in-depth expertise on a particular product line, bridging the gap between product development, marketing, sales, and customer service.

Accountabilities

• Provision of SME expertise on specific products, including mortgages and life assurance and services to customers and colleagues, including features, functionalities, benefits, limitations, risks and compliance.
• Identification of market trends, new features, regulatory requirements and potential risks, and analysis of data obtained from performance and objectives MI and, customer feedback, to support the product development process, and communicate key findings to relevant stakeholders to improve product offerings.
• Response to customer inquiries, resolution of customer dissatisfaction, and provision of advice on product usage.
• Presentation of the advantages and features of the product to potential customers,building trust and encouraging adoption.
• Assistance with the development and execution of marketing materials for the product,such as brochures,presentations,and online content.
• Participation in training sessions and workshops to share product knowledge and expertise with colleagues and other stakeholders.
• Participation in events,conferences,and other networking opportunities to showcase the product and generate interest.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.