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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in mortgage advice and customer journey management, with a strong focus on delivering high-quality customer service and achieving Key Performance Indicators. Possesses the ability to analyze market trends and regulatory requirements while effectively managing risk and stakeholder relationships.
Highest-signal resume keywords
Mortgage ExpertiseCeMAP QualificationCustomer Service ExcellenceRegulatory CompliancePerformance Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mortgage AdviceApplication ManagementPerformance MI AnalysisRisk ManagementProduct Knowledge
Soft Skills
Relationship BuildingEffective CommunicationDiary ManagementProblem SolvingCustomer Engagement
Certifications & Qualifications
CeMAP Qualification
Industry Keywords
Mortgage SectorFinancial Conduct AuthorityPRA RegulationsCustomer JourneyMarket Trends
About the role
Key responsibilities & impact- Provide expert mortgage and mortgage-related protection advice to customers
- Support customers throughout their mortgage journey by handling enquiries
- Conduct appointments for customer journeys including new applications and product transfers
- Manage and own customers’ application journeys through to completion
- Liaise with internal and external stakeholders
- Keep customers informed throughout the application process
- Provide SME expertise on mortgages, life assurance and related services
- Identify market trends, new features, regulatory requirements and potential risks
- Analyse performance MI and customer feedback to support product development
- Respond to customer inquiries and resolve dissatisfaction
- Present product advantages and features to potential customers
- Assist with developing and executing marketing materials
- Participate in training sessions, workshops, events and networking opportunities
- Escalate policy or procedure breaches and embed risk-mitigation policies
- Advise and influence decision-making within the area of expertise
- Manage risk and strengthen controls
- Partner with other functions and business areas
Requirements
What you’ll need- Demonstrated experience delivering high-quality customer service in a telephony-based environment
- Proven ability to lead confident, in-depth conversations to understand customer circumstances and build trusted relationships
- Excellent diary management skills and the ability to prioritise effectively in a fast-paced environment
- Proven experience delivering Key Performance Indicators, demonstrating commercial awareness, and taking ownership of personal performance and results
- CeMAP qualification (highly valued)
- Experience or a background within the mortgage sector (highly valued)
- May require mandatory regulatory qualifications or minimum qualifications to meet internal company benchmarks
- Role is a Certified role under the PRA & UK Financial Conduct Authority - Individual Accountabilities Regulations
Benefits
Comp & perks- Shift pattern between 8am and 8pm, Monday to Sunday
- 12pm to 8pm on 5 out of every 10 weekdays
- 9am to 5pm every other Saturday