Customer Retention Representative (6 Month FTC)
Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues, and communities. Hodge is a Welsh financial service provider that focuses on commercial lending and specialist residential mortgage markets.
As a Customer Retention Representative, you will be responsible for supporting the retention team in managing and retaining existing mortgage customers. You will work closely with both customers and internal teams to ensure a smooth experience for those nearing the end of their mortgage term, as well as help with customer inquiries, renewals, and other retention activities.
Ensure a professional, effective service is provided at all times and compliance and regulatory requirements are satisfactorily met.
Minimum Requirements:
* Experience in a similar role within financial services.
Key Responsibilities will Include:
* Handle incoming calls and emails from customers/brokers regarding mortgage queries, payments, and retention offers.
* Track customers nearing the end of their mortgage terms by sending customer/broker communications.
* Collaborate with the retention team to create tailored retention offers and solutions based on the customer’s profile and needs.
* Assist in processing and confirming mortgage renewals, ensuring customers understand their options and new terms.
* Ensure that all systems-based records are correctly maintained and information is produced in a timely manner.
* Investigate and resolve customer complaints or concerns related to mortgage accounts and retention offers in a timely and professional manner.
* Ensure all actions and communications comply with regulatory requirements and company policies.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, including a criminal record, identity, sanctions, adverse finance, fraud prevention, and reference checks to comply with our regulatory requirements.
Hodge is an advocate of being an equal opportunities employer. We believe in promoting equality and diversity, which is central to our lives today. We welcome applications from all sections of the community and recognize the value a diverse workforce brings to an organization.
ESG and sustainability are at the heart of everything we do and serve as a reminder of the responsibility we have to our stakeholders, customers, colleagues, and the communities we operate in to use our position wisely.
Apply today to become part of Hodge’s mission to make life better for customers and society in the moments that matter.
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