Mortgage Administrator - Weston-super-Mare, United Kingdom - Key Solutions Mortgages Ltd

Description

MORTGAGE ADMINISTRATOR JOB DESCRIPTION

Key Solutions provides quality, independent mortgage advice to residential purchasers, property investors and commercial clients supporting this with life cover and income protection.

What sets us apart from our competitors is that we truly care for our clients.

Every member of the Key Solutions team lives and breathes our ethos: "We are here to make life easier and better for everyone".

It's our driving force and reason for coming to work each day.


Role Title:
Customer Experience Team Co-ordinator/Administrator


Reports to:
Lucy Powell - Commercial Director


Location:
Westwick House, Summer Lane,Weston-Super-Mare, Somerset, BS24 7TE


Key Responsibilities:

• Answer all incoming calls professionally within 3 rings
• Add new clients onto our system, provide casespecific updates to customers, transfer calls to relevant individuals and take and relay clear messages
• Claiming procuration fees through online system
• Starting life and income protection for clients to ensure that they are fully protected
• Carry out any duties required by the CET Manager
• Ensure we deliver our WOW process and these are sent out on time to clients
• Process B1G1 giving
• Call our existing clients weekly to book in appointments to discuss their rates expiring soon
• Call solicitors weekly to gather exchange and completion dates
• Chase and update 360 on all exchange and completion dates
• Organise venues for meeting and lunches where required
• Take minutes of meetings as required
• Book trains, hotels, flights and courses etc when requested by CET manager, CEO or MD.
• Order business and office supplies as and when needed
• Provide 5* service to all those we speak with; build strong customer relationships and provide an excellent customer experience
• Deal confidently and credibly with clients over the phone and face to face
• Maintain accurate and relevant customer records
• Work effectively with your colleagues and other departments to provide a high standard of customer service and to meet the Key Solutions Core Values
• Project a professional image to your customers and colleagues. Build strong customer relationships and provide an excellent customer experience, whilst adhering at all times to Key Solutions procedures and the FCA's MCOB regulations and guidance.
• Identify, and with line manager action own training and development needs.
• Actively participate in onetoone review meetings, coaching and training as required by your line manager.

General:

To work at all times in a way that demonstrates our core values:

• Trust
• Integrity
• Teamwork
• Services
• Transparency

To always work within our ethos that "we are here to make life easier and better for everyone
".

Skills and experience required for this role

• Customer services experience essential
• Customer service orientated and prepared to go the extra mile
• Excellent interpersonal and communication skills with the ability to interact with a wide variety of individuals.
• Confident, clear and professional telephone manner.
• Driven and determined with the ability to come up with solutions on their own
• Organised, methodical and patient with great attention to detail.
• Ability to work as part of a team and individually.
• Good research and problemsolving skills
• Good communication skills
• Resilient
• Highly IT literate (Word and Excel essential)
• A sense of humour

Job Types:
Full-time, Permanent


Salary:
£22,000.00-£23,500.00 per year


Benefits:

• Casual dress
• Free parking
• Onsite parking
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Weston-SuperMare: reliably commute or plan to relocate before starting work (required)

Work Location:
Hybrid remote in Weston-Super-Mare