Mortgage Telephony Advisor, Open to flexibility

£18,054 - £20,060 per annum
06 Nov 2018
19 Nov 2018
Lloyds Banking Group
Contract Type

Mortgage Telephony Advisor, Open to flexibility

Within Credit Operations we endeavour to proactively work with customers who are experiencing financial difficulty, tailoring solutions and building relationships where possible to help them clear arrears or by developing manageable payment solutions tailored to their circumstances and affordability.

As a Telephony Customer Advisor you will be working as part of our team within a secured lending environment helping customers with their interest only mortgages. You will use your excellent customer service skills to undertake our telephony based customer interactions, being responsible for a range of customer circumstances. As a confident, articulate, and professional communicator you will ensure a full understanding of individual customer circumstances. This will be achieved by building a good rapport with our customers to deepen/ develop the customer relationship, and look out for customer vulnerability. Once fully trained you will use your specialist knowledge to investigate, review and recommend an appropriate course of action for our customers.

Right from the start, we'll give you full training and all the support you need with a 2-4 week Monday to Friday, 9:00 am to 5:00pm Induction Course. This will be followed by a further on the job telephony training, where you will be supported whilst you learn. During this time you will be given all the coaching and development you need to achieve your competency. We will help you to obtain a full understanding of our operational policies and procedures plus give you an awareness of regulatory practices and constraints. So you don't need previous experience of finance or banking however some knowledge and experience of in a telephone based role is a plus.

As your experience grows you may have the opportunity to develop your skills further by gaining your CEMAP qualification and therefore progress within our Group.

Our office hours are 8.00am - 8.00pm Monday to Friday and 8:00 am - 1:00pm Saturday and we are open to discussions around flexible working to facilitate a working arrangement suitable to both you and the business. We are committed to the principles of agile working and are proud of the industry recognition we have received, including No 1 in the Stonewall Top 100 Employers Index 2017, Top 10 Employer for Working Families 2017, Times Top 50 Employer for Women all in 2017 and Best Bank for Diversity and Inclusion at the Euromoney Awards for Excellence 2017.

Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive workplace where all our colleagues can be themselves and succeed on merit.

Achieving Lloyds Banking Group's vision of being the best bank for customers and meeting the Group's risk appetite is dependent on every colleague demonstrating our core value of "putting customers first". Join us and be part of an inclusive, values-led culture focused on making a difference. Whatever your aspiration, you can also expect excellent benefits, personal development and a career that's enriching and full of opportunity.

So if you have a passion for delivery great customer service , a patient, sympathetic manner and proven customer service skills we would welcome your application. In return for your hard work, we offer a competitive reward package; please see our careers website for more details.

Together we make it possible.

Please note if we receive a large volume of applications the advertising may close earlier so don't delay in submitting your application.

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