PENNY ARMOUR

• Assisting brokers with queries both pre and post submission, via telephone and web chat
• Providing excellent customer service via our call standards, with a world class welcome and great goodbye
• Educating brokers on our policies and processes, providing accurate information in a timely manner and building relationships to promote our website and tools available
• Proactively enquiring about cases and logging pledges to grow relationships and support business development
• Working towards availability targets to ensure queries are answered promptly and efficiently
• Supporting with post application queries and escalating as required in order to resolve issues following submission and assist with speed to offer targets.

• Hybrid role
• Building relationships with customers and building loyalty for the future, identifying products and services of benefit to them by conducting financial health checks and assisting them to apply via digital channels
• Completing outbound customer care calls to maintain and grow customer relationships
• Conducting a mix of in branch, zoom and telephone appointments to best meet customer's needs
• Supporting customers with their home buying goals, completing initial affordability calculators, booking mortgage appointments and liaising between customer and mortgage advisors to ensure all necessary documents received ahead of the appointment
• Demonstrating one bank thinking and collaboration with colleagues across the bank in order to provide excellent service.

DEVELOPMENT

• Developed knowledge and collaboration by completing shadowing day with Business Development Advisor in Intermediary Mortgages to gain an insight into the role.
• Took part in BRUMBC Charity Walk for Dementia UK raising over £500 as a team
• Acheived CertPro qualification

• Coleshill
• Leading a team of 8 Customer Experience Advisors in a busy telephony customer service centre to support customers with queries and complaints.
• Working effectively under pressure to provide solutions and improve processes for our customers and stakeholders.
• Building relationships with our existing contracts and on-boarding new contracts, forging new relationships and trust
• Nominated for 4 service awards in recognition of excellent customer service

• Providing efficient and professional over the phone support, resolving queries and complaints and working effectively under pressure to meet service levels and targets while building rapport with customers and stakeholders.
• Liaising with countrywide network of internal stakeholders to best support customer needs and growing internal stakeholder relationships, working together to provide excellent service.