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Job description

On behalf of Nationwide Building Society, AMS are seeking a Mortgage Customer Advisor for a 12-month temporary to permanent contract with a remote working schedule however you may have attend your local Nationwide office 4 times a year for performance review.

The role is based in our mortgage servicing team at The Mortgage Works Plc (TMW). TMW is a subsidiary company of Nationwide Building Society and is Nationwide’s buy-to-let lending brand for landlords.

Our training scheme is often completed remotely via screen share over Microsoft Teams and successful applicants will go through a 6-week route to competency on one of our entry level processes.

At Nationwide, we are not like a bank or other financial services companies, we are a Building Society - and we are building our society with a sense of community and with a collective belief in the idea that we are all here to help one another.

At Nationwide, our mission is to build an inclusive culture where everyone can thrive and for our Society to reflect the diversity of the communities we serve. We want to support and uplift people’s wellbeing so they can bring their whole selves to work and flourish in all aspects of their lives. Working for Nationwide, you’ll have access to a range of benefits, support and resources. For example:

• Healthy Mind Champions – We have an active group of colleagues, spread right across the Society, who are trained to provide a listening ear and signpost support options.
• Employee Networks – We have nine employee networks, open to all our colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective employee voice. Our Minds Matter network focuses specifically on mental health and wellbeing.
• Online Resources – Our internal intranet page is much more than a news site; it’s packed full of useful resources to support your wellbeing and is a great place to go for more information on a whole range of wellbeing topics.

Here at Nationwide, we can offer this and so much more...

Mortgage Customer Advisor- Servicing Department

£11.87 per hour - £21,603.40 per annum

35 Hours Per Week

Monday to Friday 9am to 5pm during training

After training, shifts will be on a flexible rotation pattern from Monday - Sunday 8am-8pn working at least 1 in 3 Saturdays

Nationwide will provide equipment to enable remote working i.e., laptop, mouse, keyboard, monitor, etc.

No annual leave during first 5 -6 weeks of starting due to training period

Start date is 3rd July 2023

Primarily a 12-month contract with potential to go permanent

What you'll do:

You’ll be servicing all aspects of existing mortgage accounts; taking inbound customer calls of customer mortgage accounts and producing correspondence. You will handle a range of queries which can vary from changing an address, changing a direct debit etc, handling payments, speaking with vulnerable members etc.

This role is 90% telephony based therefore you will be communicating with the customer regularly and effectively resolving any issues whilst working in a team.

Each day tasks will be scanned on their internal systems (QL or EG) to see what type of queries have come in and will be passed over to you to resolve. Other specific duties vary depending upon the team you join.

Purpose of Role:

You’ll be part of our team’s journey to becoming the first choice for Specialist mortgages. As a servicing department we aim to deliver an excellent customer service experience which in turn will promote repeat business.

You will handle admin related to any queries that potentially could happen within the lifetime of the mortgage- response by phone/email/letter- usually customer indicates which form of correspondence they prefer. We will expect you to have excellent decision making skills to determine if you need to take action outside of usual process, dealing with query over the phone to ensure time related task is achieved.

What you'll bring:

Whatever your background, if you are self-motivated this could be an excellent opportunity for you to join a major UK building society and start a career journey in financial services.

A stand-out performer will be able to work towards maintaining high performance with a combination of productivity and quality whilst supporting the team with a positive attitude, be actively involved with PRIDE and wellbeing activities and put forward ideas for customer service and efficiency improvements to our existing processes.

While the financial markets remain turbulent, where possible we will aim to cross skill between our two TMW telephony teams to ensure we remain proactive to support our members.

If you understand the benefits of working collaboratively within teams then a role here at Nationwide Building Society could be for you. If you feel that this role is for you apply now!

Benefits:

• Option to work from home as part of a hybrid working schedule

Job Types: Full-time, Fixed term contract, Temp to perm

Contract length: 12 months

Salary: £11.87 per hour

Benefits:

• Referral programme
• Work from home

Schedule:

• 8 hour shift
• Overtime

Experience:

• Customer service: 1 year (required)

Job Types: Full-time, Fixed term contract, Temp to perm
Contract length: 12 months

Salary: £11.87 per hour

Benefits:

• Referral programme
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Experience:

• customer service: 1 year (required)

Work Location: Remote

Reference ID: Mortgage Customer Advisor
Expected start date: 03/07/2023