Summary
About the role
Our Mortgage Intermediary Development team is looking for a chatty, engaging person to join one of their friendly telephone teams.
In this role, customers are mortgage professionals, brokers, and intermediaries. As a Mortgage Development Specialist, talking to them and being the voice of Coventry Building Society is the main focus. It's really about having great conversations (no scripts), being customer-focused, and having a passion for providing exceptional service.
Dealing with a diverse range of people over the phone and through web chat, understanding their needs, dealing with queries, and helping them find a resolution are key parts of the role. Additionally, growing knowledge of mortgage policies and products to deal with various enquiries, provide guidance and support, as well as making in-the-moment decisions, is essential.
We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this isn't a sales-based role!
* 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
* Annual discretionary bonus scheme
* Personal pension with matched contributions
* Life assurance (6 times annual salary)
* Ability to buy and sell holiday allowance
* Maternity, paternity, and shared parental leave
Find out more about the fantastic benefits of joining Coventry Building Society here
After training, this role operates on a hybrid basis with at least 2 days in our Coventry office.
About you
For this role, you’ll like talking to lots of different people and will be used to working in a fast-paced environment. You'll need to be accurate and keen to learn so you're able to deal with our customers’ enquiries. Coping with pressures and problem-solving will be parts of the role, so you’ll be a professional and committed person with a flexible, team-focused approach.
To be successful in this role, it's essential you have:
* Experience in a customer service-focused role, providing great service in a busy environment.
* Excellent communication skills with the confidence to talk to lots of different people.
* Experience handling challenging and/or complex customer enquiries.
Desirable experience will include:
* Experience working in a telephone environment.
* Mortgage or business-to-business experience.
About us
We’re one of the largest building societies in the UK, and we share a mutual goal across our branches and our offices to improve the lives of others.
We’re officially recognized as a ‘Great Place to Work,’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition, and comprehensive support for wellbeing.
At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.
We’re serious about equality of race, age, faith, disability, and sexual orientation, and we celebrate diversity. By working together, we know you’ll build more than just a career with us.
All together, better.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Proud to be a Disability Confident Committed Employer
We’re proud to offer an interview or assessment to every disabled applicant who meets the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
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