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- Tasks: Support customers with mortgage queries and maintain accurate records in a dynamic team environment.
- Company: Join Progressive, a leading financial institution known for exceptional customer service and community impact.
- Benefits: Enjoy hybrid working, competitive salary, generous holidays, and a fantastic pension scheme.
- Why this job: Be part of a supportive culture that values work-life balance and personal development.
- Qualifications: 2 years of customer service experience and 6 GCSEs at Grade C or above, including English and Maths.
- Other info: Opportunities for training, volunteering, and making a real difference in people's lives.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Location: Progressive Bldg Soc, Progressive House, 33-37 Wellington Place
Who Are We
Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.
With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.
As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
This role involves Hybrid working model. You will need to be flexible and be able to commit to working shift patterns which may be introduced at a future date.
About The Role
ROLE SPECIFIC
- Maintenance of mortgage records
- Mortgage Completions and batch processes – ensuring all mortgage conditions have been established for the release of mortgage advances to Solicitors/borrowers.
- Solicitor post offer queries – ensuring any issues are resolved before mortgage completion.
- Instructing and payment of valuers
- Preparation of mortgage accounts to release funds
- Production and issue of customer letters and product switch administration
- Processing debit card payments
- Mortgage Support enquiries
- Recording Title Deeds received and issued on the Deeds management system
- Ongoing maintenance and storage of Deeds
- Transfer of Land requests
- Dealing with Land Registry
- Various title queries and administration
- Dealing regularly with our customers, brokers, solicitors, and third-party enquiries and working closely with our branch teams and management, through multi-channel communication
- Provide ongoing customer support to our customers who engage through our online mortgage and savings portals
- Maintaining a detailed knowledge of our products and services to help resolve complex customer queries
- Various reporting and administration duties.
- Assisting and completing regulatory reporting duties and meeting deadlines;
ROLE GENERIC
- Contribute to the achievement of the Society’s Corporate Plan.
- Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
- Keep abreast of the latest innovations and developments, relative to your remit.
- Ensure compliance at all times with Society, regulatory and statutory requirements.
- Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
- Meet performance measures and KPIs set for you and your team.
- Communicate in a timely and effective manner with members of your team and other parts of the business.
- Participate in training & development opportunities.
GENERAL
- Demonstrate the Society’s values in behaviours and actions.
- Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
- Comply with Information & Cyber Security controls as relevant to your day to day duties.
- Work safely as a member of a team to carry out Health & Safety working practices.
- Carry out any other function necessary for the smooth running of the branch / department.
What\’s on offer?
- Competitive salary
- Hybrid working model
- Annual KPI Bonus Scheme
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Generous holidays – 25 days plus up to 12 Bank Holidays
- Extra day off for your birthday
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities
Skills Needed
Servicing, Relationship
About The Company
Careers at Progressive We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.
Company Culture
To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work: We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork. We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success. We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives. We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.
Desired Criteria
- Previous experience working in a financial environment
- Telephony experience
Required Criteria
- Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
- High degree of accuracy of data input and attention to detail
- 2 year’s customer service experience
- Strong MS Office and IT skills
- Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
Closing DateThursday 10th July, 2025
Contract Typefulltime
SalaryBased on Experience #J-18808-Ljbffr
Customer Support Administrator - Mortgage Support Services employer: Progressive Building Society
Contact Detail:
Progressive Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Administrator - Mortgage Support Services
✨Tip Number 1
Familiarise yourself with the mortgage process and terminology. Understanding key concepts like mortgage completions, title deeds, and regulatory requirements will help you engage confidently during interviews and discussions.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've effectively resolved customer queries in the past. Highlighting your ability to build rapport and communicate clearly will set you apart.
✨Tip Number 3
Research Progressive's company culture and values. Being able to articulate how your personal values align with theirs will demonstrate your genuine interest in becoming part of their team.
✨Tip Number 4
Prepare for potential shift pattern discussions by being flexible and open-minded. Showing that you're adaptable to changing work schedules can make a positive impression on the hiring team.
We think you need these skills to ace Customer Support Administrator - Mortgage Support Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills that align with the role of Customer Support Administrator. Emphasise your attention to detail, organisational skills, and any experience in a financial environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the mortgage support services. Mention specific examples of how you've successfully resolved customer queries in the past.
Highlight Relevant Skills: In your application, clearly outline your interpersonal and communication skills. Provide examples of how you've built effective relationships with stakeholders and managed workloads efficiently.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Progressive Building Society
✨Know the Company Inside Out
Before your interview, take some time to research Progressive. Understand their values, mission, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Demonstrate Your Customer Service Skills
Given that this role is heavily focused on customer support, be prepared to share specific examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. Highlight your interpersonal skills and ability to build rapport.
✨Showcase Your Attention to Detail
As a Customer Support Administrator, accuracy is key. Be ready to discuss how you ensure precision in your work, especially when handling sensitive data like mortgage records. Mention any tools or methods you use to maintain high standards.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Think about potential challenges you might encounter in this role and how you would handle them. This will demonstrate your problem-solving abilities and readiness to adapt to various situations.
