Customer Service Advisor

Job Title New Business Mortgage Consultant

Location Edinburgh, Ettrick House

Division CSO New Business

Contract Temporary / Full-time 35 Hours per week

Pay Rate £12.92 per hour

Shift Pattern 08:00 - 18:00 Monday - Friday
Rotational shift pattern example: Week 1 (9 - 5pm) Week 2 (9.30 -5.30pm) Week 3 (10-6pm)

Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. After 6 months.

Training Training is full time for 6-8 weeks

Selection Process * Screening Call with your BA representative
* Online registration is required, consisting of personal details, career history, CV upload and relative questions.
* 15-minute Microsoft Teams interview with Lloyds
* Situational behavioural/judgement testing consisting of 11 questions issued via a link.
* One-way competency-based interview consisting of 6 questions that the candidate will complete via a video link.
* Pre-Offer and vetting commence.
Job Description This is an exciting opportunity for a dedicated individual to join the Homes Operations Mortgages New Business Team, where you'll play an integral role in successfully enabling the operation to be a high performing team.

The nature of this role to provide an enhanced service to our Multi Brand Mortgage Brokers & Mortgage Advisors on a range of mortgage products. Key activities include complex decision making through the interpretation and certification of a variety of documents, including employer's references and income documentation to assess affordability. This role also involves a close working relationship with the Credit Decisioning / Underwriting team, providing support and information to ensure appropriate and informed lending decisions are made.

The core purpose of the role is to support our customer journey of 'Help me own a home' and provide the highest level of service through a breadth of decision making across multiple brands.

On a day-to-day basis tasks include:

* Liaising with a wide range of customers on products, brands, propositions, and systems, on an end-to-end case ownership basis
* Using your judgement to make complex decisions based upon a number of demanding enquiries and information presented across multiple products, brands, systems and customer types.
* Responsible for own up/cross-skilling and the effective maintenance of those skills in line with peers and role requirements. Keeping up to date with a wide range of process and policy changes across multiple channels/brands/products to support the flexible multi brand/channel operating model required to deliver the optimum customer journey.
* Collaboration with team members to manage and prioritise workload.
* Ensure all contact is professional, setting the scene, giving clear expectations to the broker around next steps and agreeing future contact.
* Building strong relationships with brokers whist having the ability to deliver key messages in relation to lending decisions across a wide portfolio of brands and channels.
* Deliver a positive quality customer experience in colleague and customer interactions, which can take place either by phone, email or letter.
* Maintain competency in all product categories and accurately calculate affordable lending on complex scenarios.
* Apply intelligent judgement to support affordability requests and provide full context /recommendations to credit decisioning to assist business case and final customer outcome.
* Challenging and provide solutions, working with key collaborators to improve the customer experience.
* Identifying and raising ideas for continuous improvement to enhance the customer and colleague experience by adding new value to the end-to-end process.
* Demonstrates a sound understanding of and Role Models the behaviours expected in the Group's Values in Action
* Supports development of personal capabilities by pursuing existing formal and informal training opportunities.

Skills Required * We're looking for an individual who can cut through complexity, adapt to new challenges, and successfully deliver against our SLA's.
* You'll be highly curious and enjoy exploring new subjects and pushing beyond the original question to unearth customer insights and identify improvements.
* Someone who can work at pace, and who is skilled in Customer Service
* Have excellent verbal communication skills to be able to share ideas and proposals for improvement with your colleagues and Line Manager

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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