Customer Support Consultant

The job

Opportunity to work from home as part of a friendly team delivering outstanding service to customers in mortgage arrears. The successful candidate will need to be able to manage challenging conversations with vulnerable customers and those in financial difficulty, taking care to identify the most effective solution to help them through that journey.

What you’ll do

Working in the Customer Support Team you will:-

• Be responsible for ensuring interactions with customers, both written, occasionally face to face and over the telephone, consistently resulting in fair outcomes. This will be achieved by fully understanding customer’s individual circumstances through fact finding, completing a budget planner, providing an appropriate level of support and implementing forbearance where suitable.
• To identify indications of potential or actual vulnerability and provide the right level of assistance. Demonstrate soft skills to encourage that customer interaction and reassure the customers we are here to help.
• Support other functions within the Society to provide a stand out service to the customers who could potentially be in financial difficulty. Ensuring the fair treatment of customers in all aspects of the role.
• Be able to hold challenging conversations regarding the legal recovery of outstanding mortgage arrears, as well as explaining the mortgage enforcement process (repossession) to customers experiencing this as a last resort.

What we are looking for:

• We are looking for an enthusiastic, ambitious and customer focussed person, ideally with experience in a collections based role. Customer service background is essential.
• Numeracy and literacy skills of a high standard are required along with an excellent telephone manner.
• A working knowledge of Microsoft Office, particularly Word, Outlook and Excel is required.

What we’ll do for you:

• Hybrid/Flexible working pattern.
• 25 days annual leave (increased 1 day per year of service up to 30 days).
• Pension contributions matched up to 8%.
• Variable annual bonus.
• Preferential staff mortgage / savings rates.
• Private medical insurance.
• Critical illness insurance.
• Life assurance.
• £100 staff savings voucher.
• Cycle to work scheme.
• Technology vouchers.

Important information:

As we are a Regulated business, we will require all successful applicants to pass a credit check and criminal record check.

Come and join us:

At Principality, we support our colleagues at every stage of their working life and have been officially recognised as one of the best super large workplaces in the UK at the Great Place to Work™ awards. We couldn’t have done that without our people who are truly at the heart of everything we do.

We are looking for people who are prepared to go the extra mile. If that sounds like you, then why not apply?

Click the apply button below to find out more.