Mortgage Customer Contact Specialist

Join us as a Mortgage Customer Contact Specialist

• We’ll look to you to deliver excellent service to our customers, always keeping their needs and financial goals in mind
• You’ll be educating customers in the different ways they can do their banking and supporting them in choosing the options that work best for them
• It’s a great opportunity to develop your customer service and mortgage expertise in a role that could open up a range of career possibilities
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

In this role, you’ll be applying your customer service expertise when dealing with and referring to customers’ queries. You’ll make a real difference to our existing customers, supporting them with their everyday banking needs. 

Your role will also involve:

• Building great rapport over the phone, accurately identifying customers’ needs and providing great customer service
• Connecting with internal teams and third parties to support the smooth progression of our customers’ mortgage requests
• Improving processes and procedures to maximise customer satisfaction and efficiency
• Maintaining detailed knowledge of our customer service processes to ensure we always provide great customer outcomes

The skills you'll need

To join us in this role, you’ll have experience of working in a customer service role and delivering to deadlines with the ability to effectively complete processes and procedures, ensuring a seamless experience for our customers. You’ll be able to creatively solve problems while remaining within our risk appetite.

We’re also looking for you to demonstrate:

• The determination to go the extra mile for our customers every day, to provide great personal service
• The ability to prioritise work and achieve quality results while maintaining high levels of detail
• Good numerical and organisational skills
• The ability to work to regulatory requirements and data protection standards
• Strong listening skills and the ability to identify customers’ needs

How we'll reward you

You’ll join us on a competitive salary starting of £24,750 pro rata for the hours you work.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 33 days, pro rata for hours worked
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page.

What else you need to know

Your working pattern

You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 6pm, Monday to Friday and 1 in 5 Saturdays

Your work life balance

You can spend a significant part of your time working from home, coming in to the office at times to  learn and connect with your colleagues.

Parking is available onsite

Your learning journey

Your journey starts with a comprehensive training programme where you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support that will open the door to further career opportunities too.