Mortgage Support Specialist | Hybrid Role

The Nottingham; East Midlands; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Medicash healthcare scheme

Annual leave 29 days + bank holidays

Enhanced family leave

2 days volunteering per year

35-hour week

Friendly, inclusive culture

Job summary

The Nottingham Building Society is seeking a Mortgage Support Representative at its Head Office in Nottingham with hybrid working (minimum 2 days per week). You will manage customer enquiries, deliver mortgage administration across the journey, maintain records, support broker panel processes and resolve queries with a focus on first-contact resolution.

You will work with multiple teams, improve processes, and adhere to risk controls and regulatory requirements to deliver an excellent customer

Qualifications

• 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.

Responsibilities

• 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.

Skills

Mortgage experience

Regulated environment

Mortgage products knowledge

AML knowledge

Broker operations understanding

Numerical skills

Communication skills

Attention to detail

Time management

MS Office

Tools

Microsoft Office

Job description

The Nottingham Building Society is seeking a Mortgage Support Representative at its Head Office in Nottingham with hybrid working (minimum 2 days per week). You will manage customer enquiries, deliver mortgage administration across the journey, maintain records, support broker panel processes and resolve queries with a focus on first-contact resolution.

You will work with multiple teams, improve processes, and adhere to risk controls and regulatory requirements to deliver an excellent customer