Mortgage Advisor - Operations
Hello. We're TSB, and we exist to change the way Britain banks.
We aren't like other big banks. That's because every penny that TSB customers deposit stays right here in Britain, supporting mortgages or loans for other TSB customers. That helps our customers and their communities to thrive. And that's a good thing for all of us.
We're not interested in trying to make a fast profit at the expense of our customers. We profit with them, not from them.
Join us as a Mortgage Advisor and help our customers restruture their mortgage for them, whilst giving them the great service they deserve.
We'll provide you with great training, helping you develop an in-depth knowledge of our products and processes, and giving you the communication and people skills you'll need to deliver the high standards of service our customers expect.
For this role, CeMAP is a requirement.
As a Mortgage Advisor you'll need a people focused approach, the desire to provide customers with the right mortgage for them and great people skills.
However, it's not just customers who get looked after at TSB. In return for your hard work, you'll enjoy a wide range of benefits too, including 22 days' holiday. To top it all off, our flexible benefits allows you to choose cash or pick from a range of options such as Holiday Trading, Flex Card for discounted shopping, Dental Cover and Private Medical Benefits.
At TSB it's important that we all do business in the right way and part of that means meeting our responsibilities under UK Financial Services regulations.
As this is a regulated role covered by the Certification regime, it's important to note that people performing the role will be subject to regulatory references, annual credit and criminal record checks, as these are ways in which we meet those responsibilities.
The qualities required to be a successful Mortgage Advisor:
An ability to thrive in a busy, Customer focussed environment, enjoying the challenges and rewards involved in dealing with different customers with their individual needs.
Having a talent for talking to people, understanding what they need, identifying the right product for them and providing a great service.
An ability to assess Customers affordability and agree affordable payment plans which are sustainable.
A good understanding of the variety of the products we offer by digesting financial information and keeping abreast of changes.
An ability to ensure all customer queries and processing are dealt with in accordance with procedural compliance and regulatory requirements. 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.
An ability to balance the demands of administration duties with handling calls.
Computer literate with working knowledge of Windows, Excel and Word.
Taking personal responsibility for your own deliverables and work well with others to make your team a success.