Your Role:
As a Telephony Agent, your role would involve speaking to solicitors, brokers and customers in relation to new mortgage applications. You will need to be well organised, efficient and enjoy maintaining accurate records. As you will be handling confidential information you must be discreet and considerate. The role could also involve reviewing and filing correspondence, responding to queries from other departments, and other ad hoc administrative duties as required.
Your Team:
The Mortgage Customer Operations team is responsible for delivering all mortgage fulfilment requirements for both new and existing customers across all distribution channels, primarily the management of the Case Handler end to end processes within the department. You will work in a team of approximately 8 staff and report directly into an Assistant Manager.
Your Responsibilities:
- Conduct inbound and outbound activity for new mortgage applications dealing with customers, solicitors and brokers.
- Support fulfilment of drawdown of Residential and SME loans.
- Respond to daily queries and correspondence in a timely manner.
- Work to maintain Customer Operations service level agreements.
- Comply fully with the Bank processes and procedures.
- Comply fully with the industry regulatory procedures directly relating to the Bank.
- Proactive participation on the bank's Performance Management agenda.
- To be able to work in a challenging and pressurised environment.
- Maintain effective working relationships, adapting approach when necessary.
- Ensure that service expectations are achieved and commitments are delivered
Requirements:
Essential
- Leaving Certificate (or equivalent qualification) minimum of 5 passes in 5 ordinary level subjects including Maths and English.
- Excellent PC skills (in particular Word and Excel).
- Keen attention to detail with good organisational skills.
- Strong communication and interpersonal skills with an ability to encourage collaboration with colleagues to deliver a seamless service.
- Ability to demonstrate initiative and follow through on tasks.
- Good time management skills with the ability to work to tight Service Level Agreements.
Desired
- Knowledge of SMART.
- Understanding of the Mortgage Process for Loan Offers and Completions.
- Some knowledge of the Consumer Protection Code and other banking regulations would be useful but is not vital as training can be provided.
- Some experience in financial services in either an operations or customer facing role would be beneficial. Training will be provided.
- An understanding of the mortgage service industry would be beneficial
