Mortgage Renewals & Retention Specialist

Hodge Bank; Cardiff; On-site; GBP 23,000 - 28,000; Full time

Job summary

Hodge Bank is seeking a Customer Retention Representative in Cardiff to support the retention team and manage mortgage customer relationships. You will handle inquiries, guide customers through renewal options, and help craft tailored retention offers to improve satisfaction and loyalty.

The role requires mortgage knowledge, strong communication, and problem-solving skills, with a focus on regulatory compliance and accurate record-keeping. 35-hour weeks in Cardiff, salary around £25,100.

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.
• Proficiency in using 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 and send communications.
• Collaborate with the retention team to create tailored retention offers based on customer needs.
• Assist in processing and confirming mortgage renewals and explain options and new terms.
• Maintain records accurately and ensure timely information production.
• Investigate and resolve complaints related to mortgage accounts and retention offers.
• Ensure regulatory compliance and company policies in all actions.

Skills

Customer service

Mortgage knowledge

Office 365

Communication

Problem solving

Tools

Office 365

Job description

Hodge Bank is seeking a Customer Retention Representative in Cardiff to support the retention team and manage mortgage customer relationships. You will handle inquiries, guide customers through renewal options, and help craft tailored retention offers to improve satisfaction and loyalty.

The role requires mortgage knowledge, strong communication, and problem-solving skills, with a focus on regulatory compliance and accurate record-keeping. 35-hour weeks in Cardiff, salary around £25,100.