Mortgage Support Specialist — Hybrid, 35h

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

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.