Mortgage Customer Service 38k

Job description

Mortgage Customer Services Executive


Dublin South

Salary €38,000

The Mortgage Customer Service Executive will be responsible for ensuring that the company's customers receive the level of service that the company is committed to delivering.  The role is also primarily responsible for assisting the Customer Services Manager ensuring the servcies for Redemptions, Rate Changes, Product Switching, Insurances, Statementing and Complaints Handling, are operating at their most effective and efficient levels.

Duties & Responsibilities

  • Assist in the management of all complaints received from customers
  • Assist with the process of ensuring that Interest Rate Changes are processed correctly and in a timely manner
  • Assist the Customer Services Manager in ensuring that the customer requests for Redemptions and Product Switching are handled in accordance with the agreed procedures & that associated MIS is accurately gathered
  • Assist the CS Manager in reviewing the Statement layout for accuracy and account details, monitor the number of requests and reason's for same, ensure annual statements are sent to all borrowers
  • Manage and monitor the building insurance process
  • Assist CS Manager in managing MARP Appeals process
  • Deal with customer telephone queries on a wide range of Customer Service issues
  • Deal with general day to day queries in an efficient and professional manner
  • Monitor and control the reconciliation of refunds to customers to ensure that the process is completed as per the guidelines from the Central Bank of Ireland
  • Monitor deceased accounts and refer to Litigation Department where appropriate

Experience & Qualifications

  • 3 years experience in a similar role within Financial Services
  • Good knowledge of general banking products, mortgage lending processes and understanding of terminology and issues of sector
  • QFA Diploma
  • Knowledge of Mortgage Lending processes, terminology and current issues within the mortgage sector
  • Good keyboard & PC skills with good knowledge of Excel and Word including mail merge