Our client is a specialist mortgage administration organisation, supporting lenders and customers through their loan journey.
The customer support / customer advocate works in a specialist team to support customers who find themselves in a situation where they are struggling to pay their mortgage loan. A change in someone’s personal circumstances can often have an impact on their finances. This can lead to financial hardship which for many is an overwhelming experience. Customers need to know what support is available to them both from their lender and other external organisations to help minimise the impact on their financial well-being and support them towards an affordable future.
The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey to obtain an outcome that is suitable, understood and affordable in the long term.
Key Responsibilities will include:
- Engage with customers at risk of harm, take a holistic view of their circumstances and create an appropriate and effective support plan, with clear goals.
- Work with the customer to achieve the defined goals, recognising where the customer’s circumstances may have changed and adapting when necessary.
- Recognise opportunities to maximise income or reduce expenditure.
- Signpost the customer and support them through the process to become financially independent and/or improve financial health.
- Act as consultant to servicing teams to ensure appropriate deviation from process in order to protect vulnerable customers from harm.
- Challenge decisions made and fees charged where necessary to ensure fair and equal outcomes for vulnerable customers.
- Act on the behalf of and always in the interest of the customer.
- Build authentic, supportive relationships with customers requiring support.
- Be the conduit between the servicing teams and the customer, where the customer is vulnerable and more likely to experience harm without the appropriate support.
- Instil customer centricity in every transaction.
- Deliver good customer outcomes.
Good backgrounds for candidates for this role include
- Experienced in the debt advice/support sector.
- Working knowledge of the Equality Act 2010.
- Working empathetically - ability to explain things clearly to customers.
- Strong emotional resilience.
- Handle challenging conversations.
- Positive, reliable and flexible approach to customer relationships.
- Experience in providing information and advocacy to vulnerable client groups.
- Emotionally intelligent - able to identify complex sensitive issues
This is a rewarding role, where you are given real opportunity to improve the situations of individuals. It is a full time role based in office in Ipswich.