Customer Service Advisor

25000.00 - 27000.00 GBP Annual
07 Oct 2020
16 Oct 2020
Contract Type
Full Time
Customer Service Advisor

Location: Fleet
Salary: GBP25,000 - GBP27,000 (DOE)

My client based in Fleet is looking for a Customer Service Advisor to join their team. The successful candidate will have mortgage and customer service experience.
The customer service advisor will be responsible for managing and dealing with all aspects of post completion activities and processes relating to existing residential and BTL mortgages. To handle borrowers' queries both by telephone and in writing in line with company policies and procedures with consistent accuracy and within agreed timescales.

Daily Duties

Provide a prompt and comprehensive telephone response to all customer queries

Provide a prompt reply to all written customer correspondence

Communicate with the customer in a manner that is fair, clear and not misleading

Take ownership of any queries that arise and sure these are investigated. Refer queries that arise and ensure these are investigated. Refer queries as appropriate and sure all queries are placed with the correct department

Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties

Identify a possible complaint case and strive to satisfy customer grievances promptly

Liaise with other departments within the Company to ensure optimum service for the borrower and to minimise risk for the Company

Demonstrate flexibility and adapt to changing priorities

Evaluate the current work processes and procedures and look for improvements

Adhere to all 3rd party servicing agreements and SLS's to avoid financial penalties

Any other duties required of the role

Skills & knowledge

A mortgage lending and servicing background - essential
Self-motivated and driven to achieve results

Driven to provide excellent customer outcomes

Ability to work on own initiative and as a member of the team

Excellent interpersonal, communication and telephone skills

Previous experience of dealing directly with customers, both over the telephone and by written correspondence

The ability to work in a busy target driven environment
IT literate