Banking Associate (Mortgage Contact Centre)
Banking Associate (Mortgage Contact Centre)
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Job Description
Business Unit: Customer Operations Mortgage Operations
Salary range: 23500 - 25000 per annum
Location: UK Hybrid Gosforth/ Glasgow
Telephony Banking Associate Be the Voice of Virgin Money
Our Telephony Banking Associates are the heartbeat of our customer experience the friendly voice on the other end of the line that makes all the difference. As the first point of contact for our customers calling in youll play a vital role in delivering the exceptional service Virgin Money is known for.
Were looking for people bursting with energy passion and a genuine desire to create magic moments over the phone. Whether its helping with everyday banking queries offering guidance or simply making someones day a little brighter youll be there to ensure every call ends with a smile.
What youll be doing:
- Handling inbound customer calls and chat service with warmth professionalism and a personal touch.
- Listening carefully to understand customer needs and providing clear helpful solutions.
- Making every interaction count by delivering a service that exceeds expectations.
- Using your knowledge and tools to resolve queries efficiently and confidently.
- Bringing your personality to every call we love a bit of fun while we work!
We need you to have
- Proven experience working in a contact centre or customer service environment where youve delivered great outcomes for customers
- A strong track record of delivering excellent customer service showing empathy patience and professionalism in every interaction.
- Experience building relationships with a variety of people with the ability to adapt your communication style to suit different situations
- Evidence of working effectively as part of a team supporting others
- Experience managing multiple tasks or systems in a fast-paced environment showing strong organisation and time management skills.
- A history of quickly adapting to new tools systems or processes with a willingness to learn and improve.
- Demonstrated curiosity and initiative such as asking the right questions spotting opportunities to improve things or going the extra mile to help a customer.
Shift Patterns
- Customer processing roles Monday to Friday flexible between 8am-8pm
- Telephony based roles Rotational shifts including some Saturday work
Red Hot Rewards
- Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market-leading pension.
- Free private medical cover income protection and life assurance.
- Flexible benefits include Cycle to Work wellness and health assessments and critical illness.
And theres no waiting around youll enjoy these benefits from day one.
Feeling insatiably curious about this roleIf were lucky to receive a lot of interest we may close the advert early and would hate you to miss out.
Were all about helping you Live a Life More Virgin so happy to talk flexible working with you.
Say hello to Virgin Money
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a full-service digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with and were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customer-obsessed and work tirelessly to deliver on our purpose Making You Happier About Money. This means were able to do banking differently and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.
As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team
Its important to note that there may be occasions where its not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but well need you to confirm you have the right to work in the UK.
If youre successful in securing a role with us there are some checks you need to complete before starting. These include credit and criminal record checks and three years worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime it requires enhanced pre-employment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.
Required Experience:
IC
Employment Type
Full-Time
