Mortgage Support Representative

Nottingham Building Society; Nottingham; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Medicash healthcare scheme

29 days annual leave plus bank hols

Enhanced family leave

Annual discretionary bonus

Volunteer days (2 per year)

Job summary

Nottingham Building Society is seeking a Mortgage Support Representative at our Head Office in Nottingham. This hybrid role requires 2 days on site per week within a 35-hour work week, handling inbound/outbound mortgage enquiries by phone and written communication.

You will deliver accurate mortgage administration across the customer journey, maintain records, support broker panel administration, and help resolve queries with a focus on first-contact resolution.

Qualifications

• Experience within mortgages, financial services or a regulated environment.
• Strong understanding of mortgage products, processes and the customer journey.
• Knowledge of relevant regulations (MCOB, Land Law, AML).
• Understanding broker operations, vulnerable customers and fair outcomes.
• Strong numerical skills with ability to perform manual calculations.
• Excellent communication across telephone, written and in person.
• Good attention to detail and ability to work accurately and methodically.
• Strong organisational skills and ability to manage priorities and meet deadlines.
• Comfort with using a range of systems and MS Office applications.
• Proactive, self-motivated with initiative and collaborative mindset.

Responsibilities

• Managing inbound and outbound customer enquiries by phone and writing.
• Delivering accurate mortgage administration across the customer journey.
• Maintaining customer records and data integrity across core systems.
• Supporting broker panel administration and mortgage security processes.
• Resolving customer queries and complaints with first-contact resolution.
• Working with teams to ensure a seamless customer experience.
• Identifying opportunities to improve processes, systems and service delivery.
• Adhering to risk controls, policies and regulatory requirements.

Skills

Mortgage knowledge

Regulated environment

Customer communication

Data accuracy

MS Office

Tools

Core systems

Job description

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Here’s a taste of what you will be doing as a Mortgage Support Representative at Nottingham Building Society: Managing inbound and outbound customer enquiries by phone and in writing.

• Delivering accurate and timely mortgage administration across the customer journey.
• Maintaining customer records and data integrity across core systems.
• Supporting broker panel administration and mortgage security processes.
• Resolving customer queries and complaints with a focus on first-contact resolution.
• Working collaboratively across teams to ensure a seamless customer experience.
• Identifying opportunities to improve processes, systems and service delivery.
• Adhering to operational risk controls, policies and regulatory requirements.

About you:

• Experience within mortgages, financial services or a regulated environment.
• A strong understanding of mortgage products, processes and the customer journey.
• Knowledge of relevant regulations, including MCOB, Land Law and Anti-Money Laundering requirements.
• An understanding of broker operations, vulnerable customer considerations and fair customer outcomes.
• Strong numerical skills with confidence in completing manual calculations.
• Excellent communication skills across telephone, written and face-to-face interactions.
• Strong attention to detail with the ability to work accurately and methodically.
• Excellent organisation skills and the ability to manage priorities while meeting service levels and deadlines.
• Confidence using a range of systems and Microsoft Office applications.
• A proactive, self‑motivated approach with the ability to use your initiative.
• A collaborative mindset and a commitment to delivering great outcomes for customers and colleagues alike.

Reward & Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.