Virtual Mortgage Advisor – Telephony & Video, Flexible Shifts

Barclays; Sunderland; Presencial; GBP 32.000 - 42.000; Jornada completa

Descripción de la vacante

Barclays is seeking a Mortgage Advisor Virtual (Telephony & Video) to support customers through their mortgage journey. You will offer expert mortgage and protection advice, own the application journey, and liaise with internal and external stakeholders while keeping customers informed.

The role operates a shift pattern between 8am and 8pm, including 12pm–8pm on 5 of 10 weekdays and 9am–5pm on alternating Saturdays. Based in Sunderland at the Doxford Park Customer Experience Centre.

Formación

• CeMAP qualification is essential.
• Experience or background in the mortgage sector.
• Demonstrated experience delivering high-quality customer service in a telephony-based environment.
• Proven ability to conduct confident, in-depth conversations to understand customer circumstances and build trusted relationships.
• Excellent diary management and prioritisation in a fast-paced environment.
• Proven experience delivering KPIs, with commercial awareness and ownership of performance.

Responsabilidades

• Provide SME expertise on mortgages and related products, including life assurance features and compliance.
• Identify market trends, regulatory requirements and risks, analyse data from performance MI and customer feedback to support product development.
• Respond to customer inquiries and resolve dissatisfaction, advising on product usage.
• Present advantages and features of products to potential customers to build trust and drive adoption.
• Assist with development and execution of marketing materials (brochures, presentations, online content).
• Participate in training and workshops to share product knowledge with colleagues and stakeholders.

Conocimientos

CeMAP

Mortgage exp

Customer service

Conversation skills

Diary management

KPI delivery

Descripción del empleo

Barclays is seeking a Mortgage Advisor Virtual (Telephony & Video) to support customers through their mortgage journey. You will offer expert mortgage and protection advice, own the application journey, and liaise with internal and external stakeholders while keeping customers informed.

The role operates a shift pattern between 8am and 8pm, including 12pm–8pm on 5 of 10 weekdays and 9am–5pm on alternating Saturdays. Based in Sunderland at the Doxford Park Customer Experience Centre.