Job Description

Mortgage Support Advocate
Salary: 25,842 per annum, rising to 26,342 upon successful completion of probation
Hours: 35 Hours
Contract: Permanent
Location: Hybrid (Office: West Bromwich)
Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it's not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.
The West Brom are looking to recruit a Mortgage Support Advocate to join our mortgage support team. The post holder will support our Buy to Let (BTL) customers in times of difficulty. You'll mainly do this over the phone or in writing, but they may reach out in other ways too. No two days are the same, but some of the things you'll do regularly is offering relevant support and administer accounts which'll include liaising with third party suppliers.
What the role will look like:

• Be there when our customers need us in a way which suits them, you'll be chatting to customers on the phone, by email, live chat and through written correspondence.
• Be a primary contact, and providing the right information, first time, for BTL customers, including where Law of Property Act (LPA) Receivers have been instructed or possession of the property obtained.
• Working on customers' accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.
• Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.
• Handling queries with confidence, whether it's about their account, support options or anything else the customers need.
• Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.
• Staying up to date on regulation, policies and procedures so you're always ready to share your knowledge and support with our customers.

What you will bring to the role:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• A customer centric person who holds a genuine interest in customers and their needs.
• Have an infectious team spirit, ready to collaborate and share ideas but also be able to work on your own initiative, able to prioritise and manage your own workload to be available to our customers when they need us.
• A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard.
• Empathy, we want you to put yourself in others' shoes. You'll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Confidence to challenge existing policies, processes, and procedures to deliver the right outcome, not just the easy one.
• Flexibility, there'll be times when we'll need you to step up to help your team and other teams, especially during our busy times.
• Tech-savvy - you'll need to be able to use a computer and work your way around our systems once we've shown you the ropes.
• Previous experience delivering great customer service.
• A curious mindset, you'll be ready to learn and grow, open to challenges and developing new skills

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.
What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we'll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that's discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account - giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We're proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employers are the heart of bringing our new vision to life- where our customers and communities own a more secure future. Everyday, through the work they do together and the care they show, they're helping turn that vision into real and lasting.
We're a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We'll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we're looking for. If you need any support with applying to one of our roles, get in touch at careers@westbrom.co.uk.
Do it today and click apply!
*Please note - We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*
Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. 'the West Brom' is a trading name of West Bromwich Building Society.

Skills Required