Mortgage Telephony Assistant

Overview

This is a fully telephony-based role. You\’ll be handling inbound calls from customers who are looking to discuss their mortgage needs. Your role will be to provide detailed policy and process information to answer customers\’ enquiries. You\’ll be the first point of contact, so you\’ll need to bring warmth, empathy and confidence to every call. If you\’re someone who thrives on talking to people, solving problems and making a difference over the phone, this could be the perfect fit for you.

What you\’ll be doing

• Speaking with customers over the phone to support them with one of life\’s biggest financial commitments – their mortgage.
• Understanding their needs and checking eligibility, before booking appointments with our expert mortgage advisers.
• Creating brilliant experiences through every phone call, so our customers feel heard, valued and supported.
• Listening carefully, asking the right questions, and finding the right outcomes for every individual.
• Working closely with your team, sharing knowledge, ideas and supporting each other to deliver consistently great results.
• Excellent communication and listening skills with the ability to empathise and deliver a customer first service.
• Telephony experience with the ability to effectively assist customers in a remote capacity.
• Experience of following detailed policy and process guides while supporting customers.
• A curious mindset. You\’re not afraid to ask questions to get to the heart of what the customer needs.
• Brilliant communication skills, you\’re a natural on the phone, with a positive tone and the ability to build rapport quickly.
• A flexible, can-do attitude with the ability to adapt to different customer needs.
• Some financial services experience (bonus but not essential).
• Knowledge or experience of mortgages.
• Experience of working to targets to support commercial delivery.
• Knowledge of banking products.
• Experience of working to targets.

Benefits

• Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid wellbeing days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there\’s no waiting around, you\’ll enjoy these benefits from day one. If we\’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

About Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you\’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Be yourself at Virgin Money. We celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We\\\’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we\\\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team.

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit: Although some of our roles allow you to be based anywhere in the UK, we\\\’ll need you to confirm you have the right to work in the UK.