Our Mortgage Enquiry Consultant role is the first point of contact for Mortgage Customers and accountable for progressing and tracking initial enquiries through to proceeding with an application, ensuring our customers have a great experience and understand the next steps.
The difference you'll make.
Determining customer eligibility for mortgage product options, completing key checks and referring customers through to a Mortgage Relationship Manager or Mortgage Advisors, providing a seamless application process
Delivering an exceptional customer experience in a complex and fast paced environment
Adhering to all quality and control procedures ensuring the delivery of an excellent customer experience with all quality and risk objectives being met
Determining and maximising any additional opportunities to discuss additional product offerings where there is a customer need
Seeking and acting on feedback from colleagues to ensure high quality of referrals and customer satisfaction
Excellent communication and customer service skills (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
Strong computer and numeracy skills with the ability to navigate around multiple systems at pace
It would also be nice for you to have.
Skilled in interpreting and analysing data/information as part of determining referral quality
Articulate and highly numerate with a strong attention to detail.
Good knowledge of financial services, regulation and competitor activities
A structured approach to work and well organised