Senior Agent

Barclays UK; Greater Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial institution is seeking a Senior Agent to support customers throughout their mortgage applications. In this role, you will communicate effectively with various stakeholders and aid customers during a crucial time in their lives. Responsibilities include resolving complex inquiries, collaborating with teams for process improvements, and implementing best practices to enhance customer care. The ideal candidate will possess strong mortgage knowledge and be dedicated to exceptional service delivery.

Qualifications

• Experience in assisting customers with mortgage applications.
• Knowledge of risk and controls in customer service processes.
• Ability to lead and supervise a team, if required.

Responsibilities

• Support customer service through communication channels.
• Resolve complex customer needs and inquiries.
• Collaborate with teams to improve customer care processes.
• Develop and implement procedures to mitigate risks.
• Provide feedback and coaching to colleagues.

Skills

Experience working within mortgages

Good understanding of Underwriting and KYC

Drive and collaborative mindset

Ability to manage a high workload

Effective communication skills

Operational understanding of mortgage journey

Back Office experience

Job description

Join us as a Senior Agent within our Mortgageteam, you will be supporting our customers with their mortgage applications at various stages of the journey. This will include effectively communicating through various channels including external stakeholders and working collaboratively with the wider Mortgage teams in UK and India. In this exciting role, you will be helping our customers during a key milestone of their life delivering an outstanding service and making a difference when they need us most.

Required Experience

• Experience working within mortgages and/or assisting throughout mortgages journey.
• Good understanding of Underwriting and KYC.
• Drive and mindset working in a controlled collaborative environment.
• Ability to manage a high workload whilst working to tight deadline.

Additional Highly Valued Skills

• Proven experience effectively communicating.
• Good operational understanding of mortgages journey.
• Back Office experience.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job‑specific technical skills.

This role will be based in the Manchester Office.

Purpose of the Role

To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

• Support the provision of customer service through various communication channels including chat, email and phone.
• Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of customer inquiries and issues related to the bank's products and services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub‑function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.