Mortgage Renewal & Retention Specialist

Julian Hodge Bank Limited; Cardiff; On-site; GBP 25,000 - 38,000; Full time

Job summary

Julian Hodge Bank Limited seeks a Customer Retention Representative to support the retention team in managing existing mortgage customers. You will handle mortgage queries, craft tailored retention offers, and help with renewals while ensuring compliant and timely communications.

The role emphasizes strong communication, problem solving, and proficiency with Office 365 within a regulated financial services environment in the UK.

Qualifications

• Experience in a similar role within financial services.
• Good knowledge of the mortgage market and regulatory environment.
• Excellent written and verbal communication and interpersonal skills.
• Problem solving skills and ability to use initiative.
• Proficiency in Office 365 applications.

Responsibilities

• Handle incoming calls and emails from customers/brokers with 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 profile.
• Assist in processing and confirming mortgage renewals and explain new terms to customers.
• Ensure records are maintained accurately and information produced timely.
• Investigate and resolve complaints related to mortgage accounts and retention offers promptly.
• Ensure actions comply with regulatory requirements and company policies.

Skills

Mortgage knowledge

Regulatory knowledge

Communication skills

Problem solving

Office 365

Job description

Julian Hodge Bank Limited seeks a Customer Retention Representative to support the retention team in managing existing mortgage customers. You will handle mortgage queries, craft tailored retention offers, and help with renewals while ensuring compliant and timely communications.

The role emphasizes strong communication, problem solving, and proficiency with Office 365 within a regulated financial services environment in the UK.