Customer Service Associate

About the Role

The role of Customer Associate is an integral part of the operations team supporting our Buy to Let Mortgage proposition. The role is key in ensuring customers receive the level of support they expect from the Bank as part of our brand and promises.

The role holder will be work as part of a virtual team (in both the UK & India) to deliver an exceptional experience to our customers. With a keen eye for detail and outstanding accuracy they will specialise in processing ‘Decision in Principle’ and ‘Full’ applications and associated tasks and actions. 

They will work to agreed service levels, including achieving expected daily, weekly and monthly productivity and quality standards. Working to deadlines to deliver solutions to our customers and will liaise with the wider team to resolve any discrepancies to ensure all regulatory compliance requirements are followed to support customers throughout their customer journey.

The role holder will report to a local Team Leader (in India) for day to day general management support and housekeeping and to a UK based team mate for day to day workflow management.

Key Tasks

Day to day activity will include;

·        Loading ‘Decision in Principle’ data onto our mortgage application system (nCino)                              

·        Pipeline case chasing

·        Loading Full Applications

·        Requesting valuation quotes from Valuer panel

·        Instructing valuation/inspections    

-  Loading he valuation report        

Qualification

·        A passion for delivering an exceptional customer experience with a client-centric approach to work. 

·        A high attention to detail

·        The ability to communicate well with internal team mates based in the UK.

- Willingness to learn and adapt to change as procedures and processes evolve.

- Previous work experience in banking/financial services or within a contact centre environment is preferred, but not essential.