Senior Agent

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

Job summary

A leading financial institution in Manchester seeks a Senior Agent for their Mortgage completion team. This role involves supporting customers during the mortgage application process, ensuring effective communication with stakeholders, and delivering outstanding service. Candidates should have experience in mortgages, understand underwriting and KYC, and be capable of managing high workloads. The position offers a hybrid working model.

Qualifications

• Experience working within mortgages and/or assisting throughout mortgages journey.
• Drive and mindset working in a controlled collaborative environment.
• Proven experience effectively communicating with external stakeholders.

Responsibilities

• Provide exceptional customer service while resolving complex customer needs.
• Execute customer service requirements and give personalised resolutions.
• Identify areas for improvement in customer care processes.

Skills

Experience with mortgages

Understanding of Underwriting and KYC

Ability to manage high workload

Job description

As a Senior Agent within our Mortgage completion team, you will be supporting our customers with their mortgage applications at completion stage, effectively communicating through various communication channels with 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.

To be successful as a Senior Agent, you should have experience with:

• 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.

Desirable Criteria:

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

You may be assessed on 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 is based in Manchester. The working hours are between Monday to Sunday, 7AM to 11PM, working a hybrid rota 2 days minimum onsite.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide 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 specific customer inquiries and issues related to the bank’s products and service, 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.
• 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 workand 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 practise 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.