Mortgage Telephony Assistant

Virgin Money; Bristol; Remote; GBP 60,000 - 80,000; Full time

Job summary

A financial services company in the UK seeks a telephony-based customer support agent to assist clients with mortgage inquiries. This role emphasizes excellent communication, empathy, and problem-solving skills. Candidates will handle calls, check customer's needs, and book expert appointments. Join a culture that celebrates diversity and offers generous benefits including extensive leave, pension plans, and private medical coverage.

Benefits

38.5 days annual leave

Paid well-being days

Gender-neutral family leave

Market-leading pension

Private medical cover

Qualifications

• Experience in customer service, preferably in a financial setting.
• Ability to follow detailed policy and process guides.
• Knowledge of mortgages and banking products is a plus.

Responsibilities

• Handle inbound calls from customers regarding mortgage needs.
• Check eligibility and book appointments with mortgage advisers.
• Provide a customer-first service and create positive experiences.

Skills

Excellent communication and listening skills

Empathy

Ability to adapt

Curiosity

Telephony experience

Problem-solving

Job description

Overview

This is a fully telephony-based role. You'll be handling inbound calls from customers who are looking to discuss their mortgage needs. Your role will be to provide detailed policy and process information to answer customers’ enquiries. You'll be the first point of contact, so you’ll need to bring warmth, empathy and confidence to every call. If you're someone who thrives on talking to people, solving problems and making a difference over the phone, this could be the perfect fit for you.

What you'll be doing

• Speaking with customers over the phone to support them with one of life's biggest financial commitments - their mortgage.
• Understanding their needs and checking eligibility, before booking appointments with our expert mortgage advisers.
• Creating brilliant experiences through every phone call, so our customers feel heard, valued and supported.
• Listening carefully, asking the right questions, and finding the right outcomes for every individual.
• Working closely with your team, sharing knowledge, ideas and supporting each other to deliver consistently great results.
• Excellent communication and listening skills with the ability to empathise and deliver a customer first service.
• Telephony experience with the ability to effectively assist customers in a remote capacity.
• Experience of following detailed policy and process guides while supporting customers.
• A curious mindset. You're not afraid to ask questions to get to the heart of what the customer needs.
• Brilliant communication skills, you're a natural on the phone, with a positive tone and the ability to build rapport quickly.
• A flexible, can-do attitude with the ability to adapt to different customer needs.
• Some financial services experience (bonus but not essential).
• Knowledge or experience of mortgages.
• Experience of working to targets to support in commercial delivery.
• Knowledge of banking products.

Benefits

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

About Virgin Money

Be yourself at Virgin Money. We celebrate everyone and are committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team.

Important notices

Now the legal bit: If we receive a high volume of eligible applications, we may prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. If you have the right to work in the UK, you’ll be able to join us (roles may be based anywhere in the UK).