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- Tasks: Deliver top-notch customer service to mortgage brokers via phone and email.
- Company: Join Nottingham Building Society, a community-focused mutual with a rich history.
- Benefits: Enjoy competitive salary, 29 days leave, and health benefits while working flexibly.
- Other info: Be part of a diverse team committed to personal growth and community support.
- Why this job: Make a real impact by helping brokers navigate the mortgage process smoothly.
- Qualifications: Experience in fast-paced environments and knowledge of mortgage guidelines preferred.
The predicted salary is between 30000 - 40000 £ per year.
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: 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.
You’ll 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’ll assess cases against lending criteria, discuss any policy exceptions, and resolve queries efficiently. You’ll 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:
- 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 make appropriate recommendations for exceptions to policy using their 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’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
- 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. Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation.
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 - 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 - 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 makes them tick. 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! Prepare for common interview questions related to customer service and problem-solving. Think about your past experiences and how they relate to the role of Intermediary Support Officer. We want you to feel confident when discussing your skills!
✨Tip Number 3
Show off your communication skills! Since this role involves a lot of interaction with brokers, be ready to demonstrate how you can communicate clearly and effectively. Use examples from your previous roles where you’ve successfully resolved queries or built relationships.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions prepared. This shows your interest in the role and helps you figure out if Nottingham Building Society is the right fit for you. Plus, it’s a great way to engage with your interviewers!
We think you need these skills to ace Intermediary Support Officer - Nottingham City
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Intermediary Support Officer. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Customer Service Skills: Since you'll be delivering excellent customer service, share specific examples of how you've successfully supported clients or partners in the past. This will help us see your potential in building strong relationships with brokers.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your points are easy to read and understand. Avoid jargon unless it's relevant to the mortgage industry.
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. Plus, 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 Active Listening
During the interview, demonstrate your ability to listen carefully. This is crucial for the role, as you'll need to assess cases and respond to broker enquiries effectively. Show that you can ask relevant questions and clarify points to ensure you fully understand the needs of brokers.
✨Showcase Your Communication Skills
Since you'll be liaising with brokers and various teams, it's important to highlight your communication skills. Prepare examples of how you've successfully resolved queries or built relationships in previous roles. This will illustrate your ability to maintain a smooth, friction-free journey for brokers.
✨Emphasise Teamwork and Flexibility
The job requires working closely with different teams, so be ready to discuss your experience in collaborative environments. Share examples of how you've adapted to changing demands and contributed positively to team goals. This will show that you're a team player who can thrive in a dynamic setting.