Senior Agent – Mortgage Team
Location: Manchester, United Kingdom. This role will be based in the Manchester office.
Join us as a Senior Agent within our Mortgage team. You will support our customers with their mortgage applications at various stages of the journey, communicating through a range of channels and collaborating with the wider Mortgage teams in the UK and India. In this exciting role, you will be helping our customers reach a key milestone in their lives by delivering outstanding service and making a difference when they need us most.
Key Responsibilities
* Support the provision of customer service through various communication channels including chat, email, and phone.
* Respond to more complex customer needs, requests and enquiries.
* Collaborate with teams across the bank to align and integrate customer care processes.
* Identify areas for improvement and provide recommendations for change, giving feedback and coaching colleagues.
* Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolve customer inquiries and issues related to the bank’s products and services.
* Develop and execute reports and presentations on customer care performance and communicate findings to senior internal stakeholders.
* Identify industry trends and developments to implement best practice for improving customer care efficiency and effectiveness.
Key Accountabilities
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard, impacting the role and surrounding roles.
* Manage own workload and coordinate team resources, if leading a team.
* Support risk ownership and strengthen controls in relation to the work you own or contribute to.
* Communicate sensitive or difficult information to customers in relevant contexts.
* Build relationships with stakeholders/customers to identify and address their needs.
* Maintain ongoing understanding of how all teams contribute to objectives and improve overall operations.
Required Experience & Skills
* Experience working within mortgages or assisting throughout the mortgage journey.
* Good understanding of underwriting and KYC.
* Drive and mindset working in a controlled collaborative environment.
* Ability to manage a high workload while working to tight deadlines.
* Proven experience effectively communicating.
* Good operational understanding of mortgage journey.
* Back‑office experience.
Desired Skills
* Risk and controls knowledge.
* Change and transformation experience.
* Business acumen and strategic thinking.
* Digital and technology proficiency.
* Job‑specific technical skills.
Additional Information
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, as well as the Barclays Mindset – to Empower, Challenge and Drive.
#J-18808-Ljbffr