Job Description

The key purpose of this role is to build rapport both over the phone and email with the customers and to deal with all the queries raised by customer in a professional manner. You'll spend most of your time with customers undertaking reviews, building strong lasting relationships and helping them by offering simple, straight forward support.
Core Responsibilities

• Handling and processing customer requests that come through means such as telephone, email, post and online applications.
• To process all assigned work efficiently, accurately and within prescribed SLAs
• To demonstrate an all-round knowledge of the company’s products and processes
• Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• Maintain the company’s compliance standards and own compliance training
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies .
• To ensure the timely communication of information to colleagues and line management

• 12m previous experience working in an international call centre environment, undertaking a voice or semi-voice process is essential
• 12m previous experience working within the financial services industry is desirable

• Basic knowledge of UK mortgage Process
• Good communication and comprehension skills is essential
• Intermediate level skills in Microsoft Word and Excel are essential

• Any Graduate