Mortgage Helpdesk Representative

Metro Bank Plc; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Metro Bank is seeking a Mortgage Helpdesk Representative to provide exceptional service to mortgage intermediaries. This role involves managing inquiries, offering expertise on mortgage products, and ensuring compliance with policies. Join a diverse and inclusive workplace where your contributions are valued and rewarded with competitive benefits and opportunities for career growth.

Benefits

Generous holiday allowance

Attractive pension scheme

Healthcare and life assurance

Colleague discounts

Training and internal promotion opportunities

Qualifications

• Experience in a customer-facing role within the financial or mortgage industry.
• Strong communication skills and ability to work independently as well as in a team.
• Excellent mortgage product and policy knowledge.

Responsibilities

• Manage inbound calls from intermediaries regarding mortgage applications.
• Provide subject matter expertise on lending policies and procedures.
• Ensure smooth running of the Helpdesk in line with SLAs.

Skills

Communication

Customer Service

Mortgage Product Knowledge

Compliance Knowledge

Risk Management

Job description

We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing out the best in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

What you will do:

• Our Mortgage Helpdesk Representatives are the voice of Metro Bank for the mortgage intermediary community, and are responsible for delivering AMAZEING service to all of our intermediary partners
• Be the primary telephony contact for colleagues and intermediaries, from initial enquiry right through to full application, valuation, mortgage offer and ultimately case completion
• Manage daily inbound calls from intermediaries regarding new and existing cases as well as registrations and supporting with any technical queries
• Provide subject matter expertise on our lending policy, procedure and the navigation of the intermediary website and mortgage portal
• Act as point of contact between mortgage intermediaries and the mortgage underwriting and operations teams
• Ensure broker liaison tasks are up to date daily, proactively contacting brokers as required
• Ensure the Mortgage Broker Helpdesk inbox and voicemails are managed daily
• Working with a large variety of teams and key stakeholders across the bank, to ensure smooth running of the Helpdesk in line with our SLAs

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

What you will need:

• You must have knowledge and experience from a customer facing role within the financial or mortgage industry
• You must have strong communication skills, able to work well on your own and with a team and use initiative
• You must have excellent mortgage product and policy knowledge
• You must have knowledge of compliance, risk and how to treat vulnerable customers fairly
• FANtastic telephone manner, confident managing both inbound and outbound calls
• An ability to own customer issues through to quick resolution or by bumping up to the most appropriate colleague or team where necessary
• CeMAP qualified would be great but is not essential
• To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
  

This is usually a very popular role, therefore we strongly advise that, on both your CV and your application form, you highlight your experience and/or interest in Mortgages, as well as detailing how you meet the above ‘What you will need’ criteria.

Our promise to you…

• We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role!
• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!)
• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible – please speak to the Recruiter for more information

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!

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