Customer Relationship Advisor

  • Location
    Solihull, West Midlands
  • Salary
    £ 18550 - £ 22000 / Year
  • Category
    Sales & Retail - Customer Service Executive
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

My client, a specialist banking organisation based in Solihull, is looking for individuals with excellent communication skills, the ability to adapt and learn in challenging situations and knowledge of the mortgage industry to join their Mortgages division as a Customer Relationship Advisor.

Purpose of the role:
To work as part of a telephone-based team handling new lending enquires, communicating with intermediaries to develop and maintain excellent relationships. You will be receiving and making calls from intermediaries and first mortgage applicants to confirm/verify lending criteria, giving accurate updates on outstanding information on applications, and dealing with Solicitors queries to ensure applications complete in a timely manner.


  • Working hours 37.5 hours per week

  • Standard hours are Monday to Friday, 8.30am to 5.00pm (one hour for lunch)

  • Flexible working and your preferred options will be considered

  • Free on-site parking

  • Salary up to £22,000

  • 23 days holidays plus 8 bank holidays - goes up by 1 day for each year of service

  • Various other perks

  • Overtime available

  • Relevant training will be provided

Duties and responsibilities:

  • Inbound call handling with some outbound - 60 to 80 calls per day

  • Effective handling of all new lending enquires, keeping up to date with changes in regulation and lending criteria

  • Effective handling of all Conduct Risk associated telephone calls

  • Liaising with underwriters and communicating lending decisions made to brokers and direct customers

  • Proactively chasing outstanding information

  • Accurate recording of call-based data and information

  • Notifying critical information to relevant departments for actioning

  • Organising own daily workflow, ensuring that processes and procedures are always adhered to and tasks performed to agreed service standards

  • Managing, organising and updating information onto systems, internal databases and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes

Skills/Experienced required:

  • Excellent written and verbal communication skills

  • An understanding and knowledge of the mortgage industry and its products is preferable

  • Knowledge of the buy-to-let mortgage market is preferable

  • Qualifications and experience

  • Grade C or above GCSE (or equivalent) in English and Mathematics

  • Previous experience in a telephone-based role

Please apply today!

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