Mortgage Renewal & Retention Specialist

Hodge; Cardiff; On-site; GBP 25,000 - 32,000; Full time

Job summary

Hodge in Wales is seeking a Customer Retention Representative to support the retention team in managing existing mortgage customers, focusing on those nearing end of term and handling renewals and inquiries.

The role requires strong communication, knowledge of mortgage markets and regulatory environment, and proficiency in Office 365; you'll collaborate with colleagues to tailor retention offers while ensuring regulatory compliance.

Qualifications

• Experience in a similar role within financial services.
• Knowledge of mortgage market and regulatory environment.
• Excellent written and verbal communication and interpersonal skills.
• Problem solving and initiative capability.
• Proficiency with Office 365 applications.

Responsibilities

• Handle incoming calls and emails from customers/brokers regarding mortgage queries, payments and retention offers.
• Track customers nearing the end of their mortgage terms by sending communications.
• Collaborate with the retention team to create tailored retention offers based on customer profiles.
• Assist in processing and confirming mortgage renewals and explain options and terms.
• Ensure records are maintained accurately and information is timely.
• Investigate and resolve complaints related to mortgage accounts and retention offers.
• Ensure actions comply with regulatory requirements and company policies.

Skills

Financial services experience

Mortgage knowledge

Regulatory knowledge

Communication skills

Problem solving

Office 365 proficiency

Tools

Office 365

Job description

Hodge in Wales is seeking a Customer Retention Representative to support the retention team in managing existing mortgage customers, focusing on those nearing end of term and handling renewals and inquiries.

The role requires strong communication, knowledge of mortgage markets and regulatory environment, and proficiency in Office 365; you'll collaborate with colleagues to tailor retention offers while ensuring regulatory compliance.