What is the opportunity?

Join our UK Mortgages team and help customers and brokers at every stage of the mortgage journey. As a Mortgage Associate, you will provide support over the telephone and through webchat, helping customers with their existing mortgage needs and new mortgage applications.

This is an exciting opportunity to build your customer service and sales skills in a supportive, collaborative environment. You'll be part of a team that is passionate about delivering great customer outcomes while supporting your ongoing development and career growth.

In this role, you will:

• Support customers and brokers through mortgage servicing and sales journeys via telephone and webchat.
• Deliver excellent customer service by understanding customer needs and providing appropriate information, products and services.
• Ensure all customer information and guidance provided is accurate, up to date and aligned with relevant policies and procedures.
• Meet individual and team goals, performance measures and key performance indicators while maintaining a strong customer focus.
• Work with colleagues across the business to resolve queries, manage customer expectations and deliver positive customer outcomes.

What will make you stand out?

You are passionate about helping customers and take pride in delivering a positive experience with every interaction. You enjoy building relationships, listening carefully and understanding customer needs so you can provide the right support.

You are organised, adaptable and able to manage a variety of customer enquiries while maintaining attention to detail. You work well as part of a team and are comfortable collaborating with different areas of the business to resolve issues and support customers.

Experience with the following will help you stand out but is not required to apply for this role:

• Working in a customer service, contact centre or sales environment.
• Interpreting customer needs and identifying suitable products and services.
• Working within regulatory, policy and compliance frameworks.
• Supporting customers through digital channels such as webchat.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The Homebuying and Ownership Contact Centre forms part of the wider Homebuying and Ownership UK business and plays an important role in supporting Bank of Ireland UK's multichannel mortgage proposition. The team supports both customers and brokers with mortgage servicing, customer acquisition and new lending opportunities.

Our contact centre is a vibrant and supportive environment with a strong focus on colleague development, coaching and career progression. We are proud of our collaborative culture, high levels of engagement and commitment to delivering excellent customer experiences.

This is a hybrid role, based primarily at 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.

#li-hybrid

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, 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 and working parent supports.

Your wellbeing is important to us; we have an 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!