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Business Unit: Customer Services
Salary range: £20,000 - £23,200 per annum DOE
Location: Remote – work from anywhere within the UK
Contract Type: Permanent

Your life more Virgin starts here

Join Virgin Money as we transform our team into one that is ready to meet the challenges of the future, setting us up to support our ambition to disrupt the status quo and turn traditional banking on its head. We’re on the lookout for like-minded individuals and innovators to help drive our strategy forward. We’re also transforming how we work, offering our colleagues more choice, control and flexibility to live and work how they choose with A Life More Virgin.

Here’s what it means for YOU:

• 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)
• Up to five extra paid well-being days per year
• A 35-hour working week
• 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market leading Pension & Private Medical Insurance
• Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
• Ability to work anywhere in the UK (where the role allows)

And you get these Red-Hot Rewards from day one!

Our Document Assessor role is in a fast paced, exciting environment where no two days are the same. There’s a buzz in the department and it’s the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for existing customers, helping them with a range of queries.

This role in a nutshell

• You are responsible for the successful assessment of mortgage application documentation in line with policy, risk and regulation, whilst at all times demonstrating adherence to Responsible Lending principles.
• You will support colleagues across Virgin Money, providing guidance, advice, support and coaching to increase capability and ensure our customers receive a right first-time service.
• You will promote Virgin Money by demonstrating the required behaviours, Customer Experience and by being an ambassador for the brand.

Here’s what you’ll be doing

• Effectively assess documentation in line with your delegated authority, fully demonstrating that the loan is reasonable and in line with the original lending decision and VM policy.
• Effectively verify the adequacy and authenticity of supporting documentation ensuring that any that any fraud or financial crime suspicions are reported.
• Build professional relationships with our Intermediary partners, keeping them informed throughout the mortgage process.
• Actively coach and support colleagues across the operation to build capability and ensure cases are process right first time.
• Provide advice and recommendations to stakeholders, Brokers, Customers and Colleagues regarding loans in line with your delegated authority.
• Identify improvements to processes, procedures, policy and systems, suggesting ways to maximise efficiency, increase capability and reduce rework.
• Play an active role in the development and implementation of new commercial strategies/projects, ensuring that the impact on process and underwriting is fully understood/considered.
• Manage your own performance, actively monitoring and managing your quality, productivity, and overall performance, taking proactive action to continuously improve.
• Keep up to date on all policy, procedure, operational and corporate changes, by reading communications and viewing Intranet content.
• Maintain a strong awareness of any changes within the business and industry which could improve our processes, procedures and policy, taking proactive steps to make valuable and sustainable changes.

To be brilliant we need you to have ...

• Ability to pay close attention to detail, whilst working in a fast-paced environment
• Excellent verbal and written communication skills
• PC Literate with demonstrable administration skills
• Willingness to learn and develop
• Able to manage a variety of different workloads and processes, at any one given time.
• Strong focus on delivering an exceptional customer experience
• Strong service delivery ethic, including the ability to work under pressure and to tight time scales, with imposed deadlines for the completion of the work.
• Innovative thinker, generating original solutions to problems

Feeling insatiably curious about this role? Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live A Life More Virgin, so happy to talk flexible working with you.

Inclusion at Virgin Money

Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our careers team at [email protected].

Now the legal bit…
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we’ll need to you to confirm you have the Right to Work in the UK.

If you’re successful securing a role with us, there are some checks you need to complete before starting. This includes a credit and criminal record check, as well 3 years' worth of satisfactory references. If the role is part of the Senior Manager and Certification Regime, it requires enhanced pre-employment checks - we’ll ask for 6 years' of regulatory references and once in role, you’ll be subject to periodic employment checks.