Mortgage Enquiry Consultant

Description:

As a Mortgage Enquiry Consultant (MEC), you’ll be the first person our customers speak to when they are looking to apply for a mortgage via the telephone or digital channels. You’ll be accountable for progressing and tracking initial enquiries through to proceeding with an application, ensuring our customers have a great experience and understand the next steps with their desired choice of channel.

You’ll be part of an expansive team, working closely with our Mortgage Relationship Managers and Mortgage Advisers to give our customers a fantastic experience from start to end of their application and allows you to gain experience and insight and to support progression into the other Mortgage Telephony based roles. This includes the potential opportunity to study for funded professional qualifications such as CeMap.

The difference you’ll make:
 

• Determining customer eligibility for mortgage product options, completing key checks and referring customers online, or through to your colleagues to continue the application of their choice, providing a seamless application process
• Delivering an exceptional customer experience in a complex and fast paced environment
• Adhering to all quality and control procedures ensuring the delivery of an excellent customer experience with all quality and risk objectives being met
• Determining and maximising any additional opportunities to discuss additional product offerings where there is a customer need
• Seeking and acting on feedback from colleagues to ensure high quality of referrals and customer satisfaction
   

What you’ll bring:
 

• Excellent communication and customer service skills to allow you to speak with customers over the telephone (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
• A positive attitude and a passion to support and help customers with their mortgage needs.
   

It would also be nice for you to have:
 

• Previous customer service experience
• An understanding of Santander Mortgages
• The ability and/or willingness to utilise the available tools to support customers and their outcomes