Remote Mortgage Advisor (Telephony & Video)

Barclays; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

Barclays in Liverpool is seeking a Mortgage Advisor Virtual (Telephony & Video) to support customers through their mortgage journey, handling enquiries, arranging high-quality appointments, and promoting digital self-service options.

You will respond to post-application queries, provide post-completion support including payment adjustments and direct debit updates, and address mortgage payoff inquiries in a regulated role under PRA and FCA.

Qualifications

• Demonstrated experience delivering high-quality customer service in a telephony-based environment.
• Proven ability to lead confident, in-depth conversations to understand customer circumstances and build trusted relationships.
• Excellent diary management skills and the ability to prioritise effectively in a fast-paced environment.
• Proven experience delivering Key Performance Indicators, demonstrating commercial awareness, and taking ownership of personal performance and results.
• CeMAP qualification preferred; mortgage sector experience advantageous.

Responsibilities

• Provide SME expertise on mortgages and life assurance and services to customers and colleagues, including features, functionalities, benefits, limitations, risks and compliance.
• Identify market trends, regulatory requirements and potential risks, and analyze data from performance MI and customer feedback to support product development and communicate findings to stakeholders.
• Respond to customer inquiries, resolve dissatisfaction, and provide advice on product usage.
• Present advantages and features of the product to potential customers to build trust and encourage adoption.
• Assist with development and execution of marketing materials for the product, such as brochures and online content.
• Participate in training sessions and workshops to share product knowledge with colleagues and other stakeholders.
• Participate in events and networking opportunities to showcase the product and generate interest.

Skills

Telephony-based customer service

In-depth conversations

Diary management

KPIs & performance ownership

Education

CeMAP qualification

Job description

Barclays in Liverpool is seeking a Mortgage Advisor Virtual (Telephony & Video) to support customers through their mortgage journey, handling enquiries, arranging high-quality appointments, and promoting digital self-service options.

You will respond to post-application queries, provide post-completion support including payment adjustments and direct debit updates, and address mortgage payoff inquiries in a regulated role under PRA and FCA.