Job Title: Service Desk Representative

Band: Team Player

Department: Mortgage Lending

Reports to: Team Leader

Main purpose of job

To support the mortgage lending function by handling all customer telephone enquiries in a professional, courteous and efficient manner to enable the teams to focus on the primary duty of processing mortgage applications within Society service standards.

Key Accountabilities

• To maintain an excellent relationship with all connections including Introducers, Branches and Development Managers.
• Make sound decisions by gathering and analysing relevant information within own area of responsibility.
• To take ownership of all dealings with customers (internal & external)
• To ensure any actions distributed to other areas within MLD are actioned in accordance with the agreed service standard.
• Demonstrate a flexible and proactive approach to the achievement of tasks.
• Maintain up-to-date knowledge on business performance, products and services, specifically to be conversant with Lending Criteria
• All Society employees are required to pay due regard to the interests of its customers and treat them fairly.
• To carry out any other tasks or duties as required and instructed by your line manager from time to time.
  

Internal and external relationships

Internal
All Mortgage Lending Departments, Head Office Departments, Branch Network, Glasgow Processing Centre, Wallsend Team, BDM’s and ASM’s.

External
Applicants, Introducers. Solicitors, other professional bodies and third parties.

Responsibilities for Resources, Financial/Human/Physical

To ensure all service standards are maintained.

Qualifications Skills & Experience

An understanding of the mortgage process and lending criteria would be desirable.

PC literate & keyboard skills

Excellent communicator (oral and written)

Speed and accuracy

Good organisational skills and the ability to work under pressure, meeting deadlines and ensuring deadlines and service standards are maintained.

For more information on the above position please telephone the Human Resources department on: 0113 225 7654

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