As a Mortgage Enquiry Consultant (MEC), you'll be the first person our customers speak to when they are looking to apply for a mortgage via the telephone or digital channels. You'll be responsible for progressing and tracking initial enquiries through to application, ensuring our customers have a great experience and understand the next steps with their desired channel. You'll work closely with Mortgage Relationship Managers and Mortgage Advisers to provide excellent service and support progression into other Mortgage Telephony roles, including opportunities to study for professional qualifications such as CeMap.
The difference you'll make:
1. Determining customer eligibility for mortgage products, completing checks, and referring customers online or to colleagues to continue their application, ensuring a seamless process.
2. Delivering exceptional customer service in a fast-paced environment.
3. Adhering to quality and control procedures to meet quality and risk objectives.
4. Identifying opportunities to discuss additional products based on customer needs.
5. Seeking feedback to improve referral quality and customer satisfaction.
Excellent communication and customer service skills are essential, including clarity, listening, questioning skills, and empathy. A positive attitude and passion for helping customers with their mortgage needs are also important.
Preferred qualifications:
* Previous customer service experience.
* Understanding of Santander Mortgages.
* Willingness to utilize tools to support customers.
We are hiring full-time Mortgage Enquiry Consultants for our Homes Direct Sales team at Santander House in Bradford. The starting package is £27,492, comprising a base salary of £24,992, a £500 flexible benefit, and up to a £2,000 discretionary bonus.
This permanent role involves working five rotational shifts of seven hours, between 09:00 and 18:00 Monday to Friday, and 09:00 to 14:00 on Saturdays, with lieu days provided for Saturday shifts. We support a hybrid working model with at least 12 days in the office per month and flexible working arrangements discussed during recruitment. Consider travel distance, time, and costs when applying.
Benefits include free onsite parking, a comprehensive benefits package, holiday entitlement, performance bonuses, healthcare discounts, pension contributions, and various employee discounts. We promote diversity and inclusion, creating a supportive workplace where all colleagues can succeed.
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