Intermediary Engagement Specialist

Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans. Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors to the self-employed and customers with multiple jobs.

Our savings proposition is delivered online via our website and is focused on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts.

Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’. We are here to help the underserved, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.

As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.

We are proud to have built a culture founded on an ethos of caring, which sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis. We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.

By joining Vida, you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery. We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances.

Role Overview:

At Vida, we are challenging traditional ways of thinking in order to provide the service that our customers want. The successful applicant will be a member of our New Business Operations V-Hub area, within Mortgage Operations and be passionate about delivering exceptional customer service and support to our Intermediary partners through telephony and email channels.

Key Responsibilities:

• Support inbound calls from our Intermediary partners, actioning appropriately to achieve the right outcome.
• Ensure an exceptionally high level of customer service is maintained on a daily basis.
• Contribute ideas and feedback on how exceptional service can be delivered consistently across the V-hub.
• Maintain an up to date working knowledge of our products and policies to ensure the right information is provided first time.
• Deliver operational KPI’s & targets.
• Build successful relationships across the business, especially within Sales functions & wider V-Hub colleagues.
• Ensure that all complaints are handled in accordance with our Complaints Handling Policy and Framework referring to appropriate departments as and when appropriate delivery of any changes to the system or processes.
• Ensure responsibilities regarding Consumer Duty, the Prevention of Financial Crime (including AML, identification, and reporting of fraud) & responsible lending are carried out effectively and in accordance with the Company’s policies.
• Positively display the ‘Vida Values’ consistently.

Requirements:

• Proven track record of delivering excellent customer service in a call handling environment.
• Experience within the mortgage industry (desirable).
• Working effectively and collaboratively in a remote-working team environment.
• Proficient in telephony systems.
• Excellent people and communication skills.
• Able to communicate in a constructive, friendly, and positive manner that demonstrates respect and sets an example to all.
• An ability to work with ambiguity.
• Organised & self-motivated individual.
• Flexible approach to working practices, with the ability to multi-task.
• Great problem solver and ability to remain calm under pressure.

Our Values:

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day. We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities.

• Visionary: We innovate and break old habits, thinking big and pushing boundaries together as one team.
• Inclusive: We value each other’s differences and work to see people for who they really are.
• Dynamic: We are flexible and fast, cutting through complexity and never accepting second best.
• Authentic: We are honest and genuine, what you see is what you get.

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.