Mortgage & Savings Complaints Investigator

Yorkshire Building Society; Bradford; Remote; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Holiday 25 days + Bank Holidays

On target bonus up to 15%

Pension with employer contributions

Private medical insurance

My Benefits discounts

Job summary

Yorkshire Building Society is seeking a proactive complaints specialist at our Bradford head office. You will manage mortgage and savings complaints through to resolution within regulatory timescales, handle inquiries at first contact and support colleagues to achieve good customer outcomes.

We value a proactive mindset, the ability to challenge processes, and a customer-first approach in a fast paced environment. Flexible working options available; training provided.

Qualifications

• Experience of managing your own workload, prioritising and owning personal quality and efficiency targets.
• Knowledge and experience of Mortgages and/or Savings accounts and how they work.
• Ability and confidence to challenge and influence group processes and procedures to enable a good customer outcome.
• A positive mindset and be open to change in a fast-paced environment.
• Desired experience of handling customer complaints through to resolution within the financial sector.

Responsibilities

• Think outside of the box and find a good outcome for our customers and the YBS.
• Successfully manage a pipeline of Mortgage and Savings complaints through to resolution within regulated timescales.
• Support our customers at first contact with calls direct in to the team.
• Support and guide colleagues across YBS to achieve good customer outcomes.
• Escalate through the right channels if you spot a process or procedure we could improve on.

Skills

Workload management

Mortgage knowledge

Customer service

Change agility

Influencing processes

Job description

Yorkshire Building Society is seeking a proactive complaints specialist at our Bradford head office. You will manage mortgage and savings complaints through to resolution within regulatory timescales, handle inquiries at first contact and support colleagues to achieve good customer outcomes.

We value a proactive mindset, the ability to challenge processes, and a customer-first approach in a fast paced environment. Flexible working options available; training provided.