Customer Support Agent (Mortgage Case Manager/UK Mortgage Operations)

About Role
As the Customer Experience Agent, you will play a crucial role in ensuring that our customers receive outstanding service. You will work directly with our Underwriters managing case files, speaking to customers and solicitors over the phone and generally making sure that customers are served on time and in a professional manner. We are looking for a highly motivated/organized individual with the ability to communicate effortlessly over the phone and process customer request quickly and accurately. You will be energized by the fast-paced environment and be willing and able to switch easily between tasks to ensure the customer is put first. Your primary goal is to help deliver an effortless customer experience by being the reliable and responsive point of contact for our clients.
Key Responsibilities

• Customer Query Management: Handle complex customer queries, managing a pipeline of HPP and BTL customers, ensure that applications are packaged correctly, and process offers and completions quickly and accurately.
• Inbound and Outbound Calls: Answer inbound customer calls with professionalism and place outbound calls to request further information in support of finance applications.
• Multitasking Support: Provide support across various areas of the business, including HR, office administration, and finance tasks as needed.
• Project Assistance: Assist the senior underwriter with project-related tasks, contributing to the successful execution of business initiatives.

Process Improvement: Suggest new ideas and improvements to enhance the customer experience and streamline operations.

Qualifications and Skills

• Experience: Experience in a similar role within the financial services sector is preferred but not required.
• Adaptability: Ability to thrive in a fast-paced environment and switch easily between tasks to prioritize customer needs.
• Technical Skills: Quick and accurate keyboard skills, with proficiency in using various computer software programs.
• Communication Skills: Professional and empathetic telephone manner, capable of handling customer dissatisfaction with poise and understanding.
• Problem-Solving: Strong problem-solving skills with a focus on providing effective solutions and delivering results.
• Attention to Detail: A keen eye for detail, ensuring accuracy in all tasks and processes.
• Team Player: Willingness to support various areas of the business and contribute to a collaborative team environment.