Mortgage Support Advocate

Mortgage Support Advocate

Salary: £25,842 per annum, rising to £26,342 upon successful completion of probation

Hours: 35 Hours

Contract: Permanent

Location: Hybrid (Office: West Bromwich)

Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it’s not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.

The West Brom are looking to recruit a Mortgage Support Advocate to join our mortgage support team. The post holder will support our Buy to Let (BTL) customers in times of difficulty. You’ll mainly do this over the phone or in writing, but they may reach out in other ways too. No two days are the same, but some of the things you’ll do regularly is offering relevant support and administer accounts which’ll include liaising with third party suppliers.

• Be there when our customers need us in a way which suits them, you’ll be chatting to customers on the phone, by email, live chat and through written correspondence.
• Be a primary contact, and providing the right information, first time, for BTL customers, including where Law of Property Act (LPA) Receivers have been instructed or possession of the property obtained.
• Working on customers’ accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.
• Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.
• Handling queries with confidence, whether it’s about their account, support options or anything else the customers need.
• Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.
• Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• A customer centric person who holds a genuine interest in customers and their needs.
• Have an infectious team spirit, ready to collaborate and share ideas but also be able to work on your own initiative, able to prioritise and manage your own workload to be available to our customers when they need us.
• A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard.
• Empathy, we want you to put yourself in others’ shoes. You’ll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Confidence to challenge existing policies, processes, and procedures to deliver the right outcome, not just the easy one.
• Flexibility, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Tech-savvy you’ll need to be able to use a computer and work your way around our systems once we’ve shown you the ropes.
• Previous experience delivering great customer service.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year
• Living Pensions:
  Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical…