Mortgage Customer Service Representative

About the Role

As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to provide “Real help with Real lives,” and your contribution will be pivotal in ensuring our customers have the best possible mortgage journey with YBS. As part of a dynamic team in a constantly evolving environment, each call presents an opportunity to fulfil our purpose and create a positive and joyful experience for all our customers.

The role responsibilities will include:

• Supporting new and existing customers through a variety of channels e.g. telephony & digital.
• Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
• Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.

Career development is a priority for us, and we take pride in assisting our colleagues on their personal growth paths. Within our organisation, there are opportunities to advance both within the business and specific departments. For instance, we’ve provided support to many of our colleagues by helping them to pursue their CeMAP qualification. Many of them have since become successful Mortgage Advisers, contributing to a future ready and customer focussed society for years to come.

Please Note: The initial training period for this role begins on 04/08/2025 and lasts for 6 weeks. During this time, full-time attendance in the office is required from 9:00 AM to 4:30 PM, Monday to Friday. Once you are fully competent in the role, hybrid working is available, but you will still be expected to be in the office 2-3 days a week.

If you are selected to attend an assessment centre, these will be held on 1st/2nd & 3rd July in our Bradford Head Office.

About You

We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore, the successful applicant will need to have the ability to work in an agile manner.

You will also need to have:

• Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
• Excellent verbal and listening skills.
• Previous experience of building positive relationships with colleagues and customers.
• Knowledge of Microsoft systems.