Customer Service Call Rep- Mortgages & Deposits

Location
Edinburgh
Salary
£9.53 per hour
Posted
14 Feb 2018
Closes
21 Feb 2018
Ref
KP2323
Contact
Jillian Curran
Contract Type
Locum
Hours
Full Time
CORE PURPOSE OF THE ROLE

  • ·To process mortgage applications and  handle initial mortgage/deposit enquiries and transactions by telephone; to use appropriate questioning to understand customers individual needs and action accordingly.
  • ·Telephony role
  • ·£9.53 per hour
  • ·Mon – Fri between 8am – 6pm
 
KEY ACCOUNTABILITIES

 

  • Process mortgage verification documents in line with policy and follow procedures
  • Providing excellent  service to brokers and customers through individual case management
  • Handle customer calls in an efficient and effective manner providing the highest level of customer service by aiming to meet the needs of our customers. Build rapport with customers to identify their specific need to further extend/develop the customer relationship.
  • Responsible for strengthening the customer relationship, delivering individual and team objectives; maintaining a varied knowledge of Mortgages & Deposits.
  • Understand and work within the structure; taking ownership of referring appropriate cases to the relevant adviser.
  • Achieve results against targets, taking responsibility for personal performance.
  • Create an environment of empathy and openness with each and every customer, using simple, everyday language and avoiding unnecessary jargon.
  • Embrace the challenges of learning something new, welcoming being coached and observed to ensure competence and compliance.
  • Sharing expertise and experience with team members, improving the way in which we do business, individually and collectively.
  • Advocate the products and services of the Lloyds Banking Group, speaking to customers knowledgeably about our brand.
  • Record all customer complaints received in line with the Group Complaints Handling Policy and resolve any complaint which can be dealt with by close of business next working day. Escalate immediately, all complaints which cannot be resolved by close of business next working day
  • Take ownership of delivering Fair outcomes for the customer.
  • Attain and maintain the professional knowledge, skills and behaviours required for the Chartered Banker Foundation Standard.
 

 


 To Apply, Submit a copy of your CV, outlining all existing experience in Mortgages or Finance.

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