Mortgage Support Advisor

Co-operative Bank plc; Coventry; Hybrid; GBP 26,000 - 98,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Personal pension

Maternity & parental leave

Life assurance

Job summary

Co-operative Bank plc is seeking chatty, helpful Telephone Mortgage Co-ordinators to deliver excellent customer service on mortgage queries in a fast-paced environment.

You’ll take calls from diverse customers, input data accurately, and remain compliant with policies while developing mortgage knowledge. This role emphasizes service quality over sales and offers hybrid working after initial training, with training and support on-site.

Qualifications

• Current experience interacting directly with customers and providing great service on a daily basis.
• Excellent communication skills with the confidence to talk to lots of different people.
• Experience of talking about products and services and dealing with a wide range of customer queries.
• Experience of problem solving, handling challenging and/or complex customers’ enquiries in a careful and sensitive way.
• Good attention to detail with experience of processing customer details or data accurately.

Responsibilities

• Take calls from a diverse range of new and existing customers, guiding them through mortgage questions and queries.
• Help customers understand policies and procedures and keep knowledge up to date.
• Input information accurately and efficiently to support customer enquiries.
• Handle sensitive or challenging situations with care and empathy.
• Aim for first time resolutions and deliver great customer service in a fast paced environment.

Skills

Customer service

Communication skills

Problem solving

Team focused

Empathy

Job description

Co-operative Bank plc is seeking chatty, helpful Telephone Mortgage Co-ordinators to deliver excellent customer service on mortgage queries in a fast-paced environment.

You’ll take calls from diverse customers, input data accurately, and remain compliant with policies while developing mortgage knowledge. This role emphasizes service quality over sales and offers hybrid working after initial training, with training and support on-site.