Mortgage Renewal & Customer Retention Specialist

Julian Hodge Bank Limited; Cardiff; On-site; GBP 22,000 - 30,000; Full time

Job summary

Julian Hodge Bank Limited is seeking a Customer Retention Representative to support the retention team in managing existing mortgage customers. You will handle mortgage queries, renewals and retention offers, working with customers and brokers to ensure a smooth end-of-term experience.

The role requires experience in financial services, excellent communication skills, and the ability to use Office 365. It is a fixed-term contract until 30 September 2027, with compliance and regulatory

Qualifications

• Experience in a similar role within financial services.
• Demonstrates good knowledge of mortgage market and the regulatory environment.
• Excellent written and verbal communication and interpersonal skills.
• Shows problem solving skills and ability to use initiative.
• Ability to demonstrate proficiency in using Office 365 applications.

Responsibilities

• Handle incoming calls and emails from customers/brokers with regards to mortgage queries, payments, and retention offers.
• Track customers nearing the end of their mortgage terms by sending customer/broker communications.
• Collaborate with the retention team to create tailored retention offers and solutions based on the customer's profile and needs.
• Assist in processing and confirming mortgage renewals, ensuring customers understand their options and new terms.
• Ensure that all systems-based records are correctly maintained and information is produced in a timely manner.
• Investigate and resolve customer complaints or concerns related to mortgage accounts and retention offers in a timely and professional manner.

Skills

Financial services experience

Mortgage knowledge

Communication skills

Problem solving

Office 365 proficiency

Tools

Office 365

Job description

Julian Hodge Bank Limited is seeking a Customer Retention Representative to support the retention team in managing existing mortgage customers. You will handle mortgage queries, renewals and retention offers, working with customers and brokers to ensure a smooth end-of-term experience.

The role requires experience in financial services, excellent communication skills, and the ability to use Office 365. It is a fixed-term contract until 30 September 2027, with compliance and regulatory