Mortgage Service Representative

Mortgage Service Representative

The Requirements

Join us as a Mortgage Service Representative in Birmingham

  • We need a highly motivated and enthusiastic person with a passion for delivering excellent customer service
  • You’ll work in a vibrant and supportive team where you'll have direct interaction with customers
  • We’ll look to you to make a real difference to the service we provide, and we offer great career development opportunities in this role
  • We’ll start you on a competitive salary of £18,765 (pro rata for hours worked)
  • We’ll support you to achieve the Professional Bankers Certificate and build on your existing skills with a full training and development programme

What you'll do

We’re looking for Mortgage Service Representatives to join our customer contact centre. You’ll make a real difference to our new customers, supporting them through the single biggest purchase of their lives – their home.

By listening to and engaging with our customers, you’ll:

  • Build great rapport over the phone, accurately identifying their needs and offering suitable products
  • Talk to 3rd parties such as Solicitors to support the smooth progression of our customers’ mortgage applications
  • Proactively identify leads and referrals to ensure we’re helping our customers wherever possible

The skills you'll need

With a background in a customer focussed environment, you’ll be friendly, helpful and committed to every customer, and you’ll combine this approach with:

  • Great listening skills
  • Astute attention to detail to ensure you identify exactly what a customer needs
  • The determination to go the extra mile for our customers everyday, to provide a truly individual and personal service

And whatever you want to do in your career, we’re here to help you move on to the next level.

What else you'll need to know

We’re here for our customers when they need us, so you’ll need to be flexible and able to commit to a rotating work pattern.

You’ll work Monday to Friday from 10am to 6pm each day, with a 12pm start on one of those days. You’ll also work one Saturday a month from 9am to 4pm. 

Bank holiday working will also be a part of this role.

We can discuss your hours of work with you in more detail during your interview.
You'll enjoy a comprehensive training programme and on-going coaching to support your development. When you're ready, we’ll help you take your career to the next level.

How we'll reward you

You’ll join on a competitive salary of £18,765 (pro rata for hours worked) and you’ll also join our retirement saving plan. You can also choose from a selection of protection, healthcare or lifestyle extras from RBSelect, our fully flexible reward programme.

You will have a generous holiday entitlement of 33 days – you may be required to work bank holidays.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.

Interviewing for this role

All of our branch and call-centre based roles have a one-way video-based assessment stage.

We want to give you a helping hand, so we’ve put together a short video that’ll give you some handy tips and best practices - and also tell you what to expect during the process.