Customer Service Representative
1 week ago
The Customer Service Associate plays a vital part in the operations team at Better, supporting our Buy to Let Mortgage proposition. This role is crucial in ensuring customers receive the expected level of support from the Bank as part of our brand and promises. The successful candidate will work as part of a virtual team (in both the UK & India) to deliver an exceptional experience to our customers. With a keen eye for detail and outstanding accuracy, they will specialize in processing 'Decision in Principle' and 'Full' applications and associated tasks and actions. They will work to agreed service levels, including achieving expected daily, weekly and monthly productivity and quality standards. Working to deadlines to deliver solutions to our customers and will liaise with the wider team to resolve any discrepancies to ensure all regulatory compliance requirements are followed to support customers throughout their customer journey. The role holder will report to a local Team Leader (in India) for day-to-day general management support and housekeeping and to a UK-based team mate for day-to-day workflow management.
Key Responsibilities
Day-to-day activities will include:
- Loading 'Decision in Principle' data onto our mortgage application system (nCino)
- Pipeline case chasing
- Loading Full Applications
- Requesting valuation quotes from Valuer panel
- Instructing valuation/inspections - Loading the valuation report
The ideal candidate will have a passion for delivering an exceptional customer experience with a client-centric approach to work. They will have a high attention to detail and the ability to communicate well with internal team mates based in the UK. They will be willing to learn and adapt to change as procedures and processes evolve. Previous work experience in banking/financial services or within a contact centre environment is preferred, but not essential.
PI251658920
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