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Broker Support Officer (Mortgages) - Edinburgh

Company: Sainsburys Bank
Pay: Excellent Salary Benefits
Job type: full-time
Category: Financial Services

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Job description

Broker Support Officer (Mortgages)


Basic salary 17k-20k depending on knowledge skills and experience, plus competitive bonus, benefits and a great working environment

Do you have experience of first contact resolution and solving customer queries? Do you have strong communication skills?

If so, we'd love you to join our team!

Through providing excellent customer service to our Broker population, the role holder will support the desk based Business Development Manager (BDM) and Field BDMs in the delivery of Sainsbury's Bank professional mortgage proposition to the Intermediary mortgage market through our identified lending partners.

The role holder will work as part of a team to assist with the development of our intermediary relationships, ensuring business volumes and P&L targets are delivered in line with our attitude to risk, quality standards and customer outcome requirements.

You'll be:

Consistently delivering first class customer service to our Brokers and Field Team, displaying behaviours that exceed customer expectations
Delivering first contact resolution, solving customer queries ensuring Sainsbury's Bank receives mortgage applications that are aligned to its appetite to risk and packaged in accordance with its underwriting requirements
Building relationships and working collaboratively with colleagues both internally and externally to provide outstanding customer service and customer satisfaction
Dealing with all enquiries promptly and to ensure all commitments made to customers or colleagues are delivered so that service level targets are achieved
Identifying improvements in the customer journey and suggest ideas to change processes which will enhance the customer journey or colleague experience
Identifying changes to market pricing and lending policy which may present an opportunity or threat to our competitive position
Reporting any operational or conduct issues that could lead to operational issues and unfair outcomes for Sainsbury's and its customers
Adhering to all the relevant regulatory and operations risk controls, policies and minimum standards.

You'll bring:

Experience of working in Retail Financial Services (advantageous
Certificate in Mortgage Advice and Practice (CeMapp), desirable but not essential
Attention to detail and good numeracy skills
Strong communications skills to build relationships with ease
Passionate about delivering excellence for the customer
Sound Microsoft office skills
Working successfully with targets and service levels
Good at identifying process improvements
Self-motivating and ability to adapt to change and uncertainty


We're proud to be different. We offer an award-winning product range that includes insurance, savings, loans, credit cards and travel money. As well as being the first British supermarket to open a bank, our people, values and new offices create a great working environment where we can focus on what our customers want.

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