Telephony Mortgage Adviser

Telephony Mortgage Adviser

Join us as a Telephony Mortgage Adviser in Birmingham

  • Buying a home is one of the biggest and most important events in our customers' lives, and we're looking for the right people to help make a difference and support them
  • We're looking for people who are passionate in their support to our customers using our innovative digital channels and our exciting video technology
  • We’ll look to you to profile clients to understand their regulated mortgage requirements to achieve great customer outcomes
  • This is your opportunity build on your communication skills as you’ll liaise with a variety of stakeholders including customer banking managers, wealth managers and private bankers

What you'll do

As a Telephony Mortgage Adviser, you’ll be putting customers and their interests at the heart of everything you do, providing quality, timeliness and an excellent customer experience at all times. By conducting structured mortgage interviews and fact finding exercises, you’ll identify and understand your customers’ mortgage needs and priorities to help them find the best solutions. On top of this, you’ll form strong partnerships with key stakeholders in the bank, giving regular feedback on referrals and appointments to help them deliver an excellent customer service.

Day-to-day, you’ll be:

  • Understanding what treating customers fairly means to our customers, and delivering fair outcomes in every interaction with them
  • Building strong, trusting relationships and providing a professional and thorough service to retain and grow our business
  • Keeping up to date with the mortgage market and new products and services across the bank
  • Adhering to the mortgage training and competence scheme, maintaining a high quality of advice and taking action to deal with potential upcoming risks

The skills you'll need

You’ll have experience of dealing with a wide range of people in a customer service environment, along with excellent communication skills and proven sales experience. A full CeMAP qualification is preferred, or you’ll obtain it within an agreed timeframe.

We also want you to have:

  • A firmly customer focussed approach, with a commitment to finding the best solution at each interaction
  • A basic knowledge of the financial services industry and an in-depth knowledge of the mortgage market
  • Exceptional interpersonal skills The ability to work both as part of a team and on your own
  • Strong planning, time management and organisational skills

What else you need to know

We’re here for our customers when they need us, so working evenings and rotational Saturdays will be part of this role.

The centre's opening hours are currently 8am to 8pm Monday to Friday and 9am to 4pm Saturday. Rotational shift patterns will feature in this role, giving you fantastic flexibility for you, your family and work/life balance.

You'll have a generous holiday entitlement of 36 days - you may be required to work bank holidays.

How we'll reward you

You’ll start on a competitive salary from £25,926 to £36,600 depending on experience, and you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme

Visit our reward and benefits page for more information on the benefit packages we offer.

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.