Customer Specialist - Leeds, United Kingdom - Walker Morris LLP

Walker Morris LLP

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This role is ultimately about assisting customers of major high street mortgage providers keep their home.

We are not seeking to recover debt, and the only product you'll be selling is real, tangible advice to help people keep their home when they have fallenbehind with their mortgage repayments.

Ultimately, you'll guide the customer through a range of options and offer practical advice that gives them the tools to adjust their finances and take control of their mortgage arrears and begin to make payments again so that their lender doesn't need tomove to repossess the property.

We understand that life can sometimes throw us a curveball and there are many different reasons why a person defaults on their mortgage payments.

We're seeking non-judgmental, caring and compassionate individuals who really put the customer first. If youthink that's you, read on for the more formal details about the role and if it still sounds up your street, get in touch, we'd love to hear from you

Key duties and responsibilities:

Dealing customers on cases from initial instruction through to obtaining possession or instructions from our client to close our file. 1.

2 Undertake customer rehabilitation activities under supervision, in particular:

Making outbound telephone calls to customers, clients and other parties;
Following call models prescribed by our lender clients or the Department
Assess affordability, setting up arrangements and monitoring those arrangements, assisting when needed to get them back on track.
Assisting vulnerable customers, using appropriate techniques to establish their situation whilst showing empathy. Escalating as appropriate and taking our Clients instructions
Raising and dealing with customer complaints, recognising what the complaint is in relation to and handling off/escalating accordingly
Reviewing customer correspondence, including financial statements, memorandum of sales, medical evidence, bank statements etc
Working to service standards agreed with our lender clients
Deal wherever possible with routine client enquiries and communications.
Identify areas that may benefit from improvement and communicate them to your team manager.
Duties and Responsibilities:
Comply faithfully in all respects with directions and/or requests from the team manager and fee earners that you are responsible to
Comply with the Department's policy in so far as own caseload concerned regarding taking and confirming instructions; client care; file management; file organisation and file review procedures
Use the firm's IT solutions to implement, manage and maintain own diary system to ensure the efficient progress of own caseload
Seek assistance whenever appropriate from team manager/colleagues in respect of unusual or difficult problems/issues arising on any cases
Contribute towards own self development and attend training arranged for you
Provide support to other fee earners as required
Report immediately to the team manager on any issue/complaint re: professional conduct and/or client dissatisfaction and/or potential negligence or negative costs implications for the firm
Promote good relations with other members of staff and facilitate teamwork
Adhere to the firm's health and safety policies and other requirements relating to the care of the firm's equipment both in and outside of the office.

Skills and experience:

Educated to A Level standard (grade C and above) or demonstrable experience of telephone based customer service
Have excellent organisational skills and attention to detail
Be selfmotivated with a high level of enthusiasm and commitment
Demonstrate excellent communication and interpersonal skills
Able to operate flexibly and as part of a team
Be fluent in working with Microsoft Outlook, Word and Excel