Mortgage Support Advocate

West Brom; West Bromwich; On-site; GBP 26,000; Full time

Job summary

A leading building society in West Bromwich is looking for a Mortgage Support Advocate to assist customers in mortgage shortfall and arrears. You'll engage with customers via phone, email, and live chat, providing tailored support and information while adhering to regulatory requirements. Strong communication skills and a customer-centric mindset are essential. The position offers a salary of £25,842 per annum plus benefits including development opportunities and flexible working options.

Benefits

Development opportunities

Generous holiday allowance

Paid volunteering days

Enhanced maternity and paternity leave

Private medical insurance

Salary Sacrifice Electric/Hybrid Car Scheme

Perkbox membership

Qualifications

• Positive and supportive attitude towards customers.
• Ability to manage own workload and priorities.
• Willingness to learn and grow.

Responsibilities

• Assist customers in shortfall/arrears situations.
• Provide information through various communication channels.
• Maintain customer contact and support throughout their journey.

Skills

Customer service orientation

Communication skills

Empathy

Problem-solving

Tech-savvy

Flexibility

Job description

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Client:

West Brom

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

2acd5826bd3f

Job Views:

4

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Mortgage Support Advocate

Salary: £25,842 per annum, rising to £26,342 upon successful completion of probation

Hours: 35 Hours

Contract: Permanent

Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it’s not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.

The West Brom are looking to recruit a Mortgage Support Advocate to join our mortgage support team. The role holder will have a passion for delivering excellent service to ensure customers who are in, or at risk of falling into, shortfall/arrears receive fair outcomes which take into consideration their individual needs and circumstances whilst operating efficiently and within regulatory requirements. Whilst striving to exceed expectations with individual objectives, they will also support the delivery of the Strategic objectives.

What the role will look like:

• Be there when our customers need us in a way which suits them. You’ll be chatting to customers on the phone, by email, live chat and through written correspondence.
• Be a primary contact and provide the right information, first time for customers who are in shortfall/arrears on their mortgage account.
• Working on customers’ accounts with care and attention to detail and to support them throughout the journey and making interactions easier.
• Reaching out to our customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.
• Handling queries with confidence, whether it’s about their account, support options or anything else customers need.
• Liaising with third parties who offer additional support to our customers, or where necessary, take further action.
• Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers

What you will bring to the role:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• A customer centric person who holds a genuine interest in customers and their needs.
• Have an infectious team spirit, ready to collaborate and share ideas but also be able to work on your own initiative, able to prioritise and manage your own workload to be available to our customers when they need us.
• A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard.
• Empathy, we want you to put yourself in others’ shoes. You’ll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Confidence to challenge existing policies, processes, and procedures to deliver the right outcome, not just the easy one.
• Flexibility, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Tech-savvy you’ll need to be able to use a computer and work your way around our systems once we’ve shown you the ropes.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

We’ve been named one of The Sunday Times’ Best Places to Work and we couldn’t be prouder. It’s a reflection of our warm, inclusive and supportive culture and how much we value our people. But what matters most is how you’ll feel when you’re here because we don’t just want you to fit in, we want you to feel like you truly belong. So when you join us, you’ll find a place that values your wellbeing, supports your growth and helps you build a career that works for you.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at [emailprotected] .

Do it today and click apply!

*Please note We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.