Mortgage Processor

Job Post London

Jobs Finance

General Job Duties/Responsibilities:

To provide an exceptional service delivery experience through call ownership, business focussed solutions and technical expertise that delivers Customer Delight at every contact, and to undertake fraud operations monitoring, processing and escalations.

Key areas of responsibility

Administration and control of suspense accounts.

Manage payment scheme exceptions including: BACS, CHAPS, Faster Payments and Debit Cards.

Provide SME payments support to the customer

Fraud operations and risk management

To assess referral cases and determine action to be taken

Mitigate fraud losses

Provide SME fraud operations support to the Customer Support Centre

To take ownership & accountability for offering solutions that benefit our customers

To provide our customers with the correct solution that solves their query and aims to always exceed their expectations.

To ensure excellent customer service standards are delivered at all times.

Demonstrating empathy by consistently seeing the customers point of view

Supporting & embracing change with a positive ‘can do’ approach

To take on board all relevant training and demonstrate a comprehensive understanding of Atom products and services

To recognise opportunities to ‘add value’ to a customer’s relationship with us by recognising and maximising opportunities to delight customers

To proactively contribute to the success of the team by sharing knowledge and ideas

To take ownership and always look for areas of improvement and self-development

To demonstrate and deliver exceptional problem solving and trouble shooting skills

To proactively act on feedback from customers to ensure that we continue to improve the customer experience

Skills & Knowledge – Essential

Strong numerical/reconciliation skills

Payment Processing Experience

Fraud operations and risk management experience

Knowledge of AML and KYC regulations

Ability to analyse information, and make informed judgements

Exceptional organisation skills – and the ability to follow through on actions agreed

A proven ability to adapt to a fast paced and continually changing environment

Desire to work with a team and learn from other team members.

Knowledgeable of customer’s needs and expectations

Motivated by team work and resolving tasks and issues

High ethics and standards

Good problem solving skills

Thinks through consequences of actions and can present clear rationale for decision making

Able to negotiate effectively and handle difficult and confrontational situations

Ability to work towards targets and deadlines

Able to perform a variety of administrative tasks

Flexible and Enthusiastic

Excellent communication skills both written and oral

Excellent customer service skills

Skills & Knowledge – Desirable

Customer service experience

Financial services experience

Interest in digital technology

Internal & External Relationships:

Reports directly to Team Leader

Regular contact with the Head of Financial Crime

First contact point for external customers

Continuous interactions with internal and external customers

A team player who interacts with other employees at all levels and across all areas

Actively participates in group meetings and department activities

ID #3973 Location London Industry Finance Type Full Time Role Mortgage Processor Career Level Middle Presence Remote

Required Skills

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Job Related
2 Languages

Salary & Benefits

Here’s what you get.

Full Time £21,000 /Year

Company Information

A Brief Overview of the Company which posted this job offer

Job Post

Est. In 1 People 2917 Jobs

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