Job Description

Customer Support Administrator - Mortgage Support Services
Who are We
Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.
With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.
As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
This role involves Hybrid working model. You will need to be flexible and be able to commit to working shift patterns which may be introduced at a future date.
About the role
ROLE SPECIFIC
Maintenance of mortgage records
Mortgage Completions and batch processes - ensuring all mortgage conditions have been established for the release of mortgage advances to Solicitors/borrowers.
Solicitor post offer queries - ensuring any issues are resolved before mortgage completion.
Instructing and payment of valuers
Preparation of mortgage accounts to release funds
Production and issue of customer letters and product switch administration
Processing debit card payments
Mortgage Support enquiries
Recording Title Deeds received and issued on the Deeds management system
Ongoing maintenance and storage of Deeds
Transfer of Land requests
Dealing with Land Registry
Various title queries and administration
Dealing regularly with our customers, brokers, solicitors, and third-party enquiries and working closely with our branch teams and management, through multi-channel communication
Provide ongoing customer support to our customers who engage through our online mortgage and savings portals
Maintaining a detailed knowledge of our products and services to help resolve complex customer queries
Various reporting and administration duties.
Assisting and completing regulatory reporting duties and meeting deadlines;
ROLE GENERIC
Contribute to the achievement of the Society's Corporate Plan.
Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
Keep abreast of the latest innovations and developments, relative to your remit.
Ensure compliance at all times with Society, regulatory and statutory requirements.
Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
Meet performance measures and KPIs set for you and your team.
Communicate in a timely and effective manner with members of your team and other parts of the business.
Participate in training & development opportunities.
GENERAL
Demonstrate the Society's values in behaviours and actions.
Produce the highest standard of work possible in accordance with the Society's Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
Comply with Information & Cyber Security controls as relevant to your day to day duties.
Work safely as a member of a team to carry out Health & Safety working practices.
Carry out any other function necessary for the smooth running of the branch / department.
What's on offer?
Competitive salary
Hybrid working model
Annual KPI Bonus Scheme
Excellent pension with up to 20% employer pension contribution
Life Assurance Scheme
Group Income Protection
Health cash plan for money back on dental, optical costs etc
Generous holidays - 25 days plus up to 12 Bank Holidays
Extra day off for your birthday
Holiday purchase scheme
Opportunity to gain great exposure in supportive environment
Excellent training and volunteering opportunities
About the company
First and foremost, Progressive is a local organisation for local people. Founded in 1914, we put you at the heart of everything we do. We're a building society rather than a bank, so you can count on us to always put our customers' needs first.
Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy of data input and attention to detail
• 2 year's customer service experience
• Strong MS Office and IT skills
• Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

• Previous experience working in a financial environment
• Telephony experience

• Answering Customer Questions
• Establishing Rapport With Clients
• Ability to Use Positive Language
• Data Entry and Basic Computer Skills
• Ability to Identify and Anticipate needs