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- Tasks: Support mortgage brokers with queries and ensure smooth application processes.
- Company: Join Nottingham Building Society, a community-focused mutual with a rich history.
- Benefits: Enjoy competitive salary, 29 days leave, and health support.
- Other info: Embrace diversity and enjoy a friendly, inclusive workplace culture.
- Why this job: Make a real impact by helping others achieve their homeownership dreams.
- Qualifications: Experience in fast-paced phone environments; CEMAP qualification is a plus.
The predicted salary is between 28000 - 28000 £ per year.
Contract type: 6 month FTC
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Salary: Up to 28,000
Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact us.
This is a phone-based role with high call volumes, requiring a positive mindset and the ability to thrive in a fast-paced setting. You will deliver excellent customer service to our mortgage broker partners via phone and email, supporting them as they place applications with Nottingham Building Society. By listening carefully and asking the right questions, you will assess cases against lending criteria, discuss any policy exceptions, and resolve queries efficiently. You will help ensure a smooth, friction-free journey by providing timely case updates and supporting brokers with any questions or concerns throughout the application process.
Here’s a taste of what you will be doing as an Intermediary Support Officer at Nottingham Building Society:
- Respond to a high volume of broker enquiries via phone, email and web chat
- Provide excellent support to brokers using the online portal and for case updates
- Liaise with Underwriting, Lending Services and BDMs to resolve queries and progress cases smoothly
- Build strong relationships with brokers, networks and mortgage clubs through proactive communication
- Clearly communicate lending criteria and identify opportunities for policy exceptions to support new business
- Maintain accurate criteria information across third-party sourcing systems
- Support procuration fee queries and obtain broker feedback to improve service
- Work flexibly with teams across the Society to meet service demands and SLAs
- Contribute to business launches, compliance requirements and CSR initiatives
- Take ownership of your development and collaborate positively across teams
About you:
- Experience operating in a fast-paced telephony environment
- Experience making judgements on Mortgage opportunities falling outside existing documented guidelines and making appropriate recommendations for exceptions to policy using your knowledge, skills and experience in order to generate confidence in the intermediary market
- Experience managing complaints
- Desirable: CEMAP qualification
Reward & Benefits:
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development.
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
- A strong sustainability agenda - we are continually finding new ways to be kinder to the environment by reducing our carbon footprint.
- We are passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation.
- Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Embracing Diversity Together:
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.
About us:
Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities. We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and well, you. So, we’re always striving to do the right thing for our colleagues, communities and members.
Intermediary Support Officer 6month FTC - Nottingham City employer: Nottingham Building Society
Contact Detail:
Nottingham Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Intermediary Support Officer 6month FTC - Nottingham City
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Nottingham Building Society. Understand their values, mission, and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Since this role involves high call volumes, it’s a good idea to practice your phone skills. Role-play with a friend or family member to get comfortable with handling queries and providing excellent customer service under pressure.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to discuss how you've handled challenging situations in the past. Think of examples where you’ve resolved complaints or made quick decisions, as this will highlight your ability to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Intermediary Support Officer 6month FTC - Nottingham City
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Intermediary Support Officer role. Highlight your experience in a fast-paced telephony environment and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Customer Service Skills: Since this role is all about delivering excellent customer service, don’t forget to showcase your ability to handle high call volumes and resolve queries efficiently. Share specific examples of how you've supported customers or brokers in the past.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to apply via the application button on our careers site! It’s the best way to ensure your application gets to us directly. If you need any adjustments during the process, just reach out—we're here to help!
How to prepare for a job interview at Nottingham Building Society
✨Know Your Stuff
Before the interview, make sure you understand the role of an Intermediary Support Officer. Familiarise yourself with mortgage processes, lending criteria, and how to handle broker queries. This knowledge will help you answer questions confidently and show that you're ready to hit the ground running.
✨Practice Makes Perfect
Since this is a phone-based role, practice your phone communication skills. Conduct mock interviews with friends or family, focusing on clear and concise responses. Remember, you'll need to convey information effectively while managing high call volumes, so being articulate is key!
✨Show Your Customer Service Skills
Prepare examples from your past experiences where you've delivered excellent customer service, especially in fast-paced environments. Highlight how you resolved issues and built relationships, as this will demonstrate your ability to thrive in a busy setting and support brokers effectively.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team culture, training opportunities, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.