Mortgage Associate

Bank of Ireland; Bristol; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A leading financial institution in Bristol is looking for a customer service representative to assist customers with their mortgage needs via telephone and webchat. The candidate should possess strong communication skills and a knack for providing excellent service. While financial industry experience is preferred, it is not mandatory. This hybrid role requires a minimum of 8 days spent on-site monthly, contributing to a collaborative work environment that prioritizes work-life balance and employee wellbeing.

Benefits

24 days annual leave

Health insurance contributions

Pension contributions

Paid maternity leave

Educational support for career growth

Qualifications

• Consistent record of providing excellent customer service, preferably in a contact centre.
• Ability to communicate effectively over telephony and webchat.
• Experience in the financial industry is a plus but not required.

Responsibilities

• Ensure accurate and up-to-date information for customers.
• Act as a Bank of Ireland ambassador to support customers and colleagues.
• Assist customers through various stages of the mortgage journey.

Skills

Excellent customer service

Verbal and written communication skills

Attention to detail

Willingness to learn

Job description

What is the opportunity?

This is an exciting opportunity to provide our customers and brokers with excellent customer service to support them through the various stages of the mortgage journey over the telephone and via webchat! Our customers both new and existing will need support from maintaining their current mortgage to making new sales applications.

In this role, you will:

• Be responsible for ensuring that information provided to our customers is up to date and accurate.
• Adopt the role of a Bank of Ireland ambassador demonstrating willingness to really commit for both colleagues and customers.

What will make you stand out?

You will have consistent record of providing excellent customer service preferably in a contact centre environment but not a must! You will have excellent verbal and written communication skills (telephony and webchat) with a passion for always doing the right thing for both customers and colleagues. Previous experience in the financial industry would be a nice to have but again not a must have requirement.

Experience with any of the following will help you stand out but is not vital in order for you to apply for this role:

• Good attention to detail whilst working in a fast-paced environment.
• Willingness to learn and develop with a good grasp of technology.
• An ambassador for doing the right thing and promoting a fun and positive culture.

Essential qualifications

There are no specific qualifications or minimal educational requirements for this role.

More about the team

Mortgages Direct, as part of the UK Home Buying and Ownership team aims to enhance and support a multichannel proposition across our UK business. Mortgage sales, service and customer acquisition is offered via Bank Of Ireland (UK) PLC and our ongoing relationship with the UK Post Office.

Our UK Mortgage sales and service telephony teams play an integral part of the UK strategy by servicing customers and brokers for both new and existing mortgage maintenance and sales applications.

This is a hybrid role, based primarily at One Temple Quay, Bristol. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

#BOICareers

#LI-HYBRID

Why work with us?

Bank of Ireland prioritises work-life balance, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports.

Your health and wellbeing is important to us; we offer a substantial health insurance contribution, employee assistance program and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Self
• Better together - Self
• Take Ownership - Self
• Be Decisive - Self
• Manage Risk - Self

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.