Overview
Position Title: Mortgage Enquiry Consultant
Company: Santander UK
Location: Glasgow, UK
Job Description:
Our Mortgage Enquiry Consultant role is the first point of contact for Mortgage Customers and accountable for progressing and tracking initial enquiries through to proceeding with an application, ensuring our customers have a great experience and understand the next steps.
Responsibilities:
- Determining customer eligibility for mortgage product options, completing key checks and referring customers through to a Mortgage Relationship Manager or Mortgage Advisors, providing a seamless application process
- Delivering an exceptional customer experience in a complex and fast paced environment
- Adhering to all quality and control procedures ensuring the delivery of an excellent customer experience with all quality and risk objectives being met
- Determining and maximising any additional opportunities to discuss additional product offerings where there is a customer need
- Seeking and acting on feedback from colleagues to ensure high quality of referrals and customer satisfaction
Requirements:
- Excellent communication and customer service skills (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
- Strong computer and numeracy skills with the ability to navigate around multiple systems at pace
- Skilled in interpreting and analysing data/information as part of determining referral quality
- Articulate and highly numerate with a strong attention to detail.
- Good knowledge of financial services, regulation and competitor activities
- A structured approach to work and well organised
About Santander UK
Our purpose at Santander UK is to help people and businesses prosper. We are a leading financial services provider, offering a wide range of personal and commercial financial products and services, with around 15 million customers across our Retail and Corporate Businesses.
