Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
Habito by Monzo is revolutionizing the mortgage process by combining smart technology with expert advice to make finding a mortgage simple, personalized, and fast. We are expanding our Mortgage Customer Success team and seeking individuals to help shape the future of home buying.
Responsibilities
- Assemble mortgage applications on behalf of customers, ensuring accuracy for lenders.
- Transfer customer data from internal systems to mortgage lender portals.
- Navigate and manage applications across over 90 different lender portals.
- Manage a personal pipeline of applications and work towards monthly targets.
- Collaborate with the operations team for seamless customer case handovers.
- Communicate with customers via phone or online chat to gather information or clarify details.
- Understand and stay updated on Habito's product and service offerings.
- Identify trends in customer feedback to proactively address issues.
- Guide users through the website, troubleshoot issues, and provide information.
- Utilize live chat, email, and Slack for user and team communication, including evenings and weekends.
- Escalate issues to the line manager as needed.
- Maintain a consistent brand voice across all customer interactions.
- Manage ongoing application pipelines efficiently and effectively.
- Work closely with Operations colleagues and the wider team to achieve optimal customer outcomes.
- Empathize with customers to prioritize their needs.
- Manage updates from lenders, conveyancers, and surveyors, relaying comprehensive, jargon-free information to customers.
- Collaborate with Mortgage Experts to ensure the best customer outcomes.
- Process applications through various provider systems.
Requirements
- A minimum of 2 years' mortgage experience is essential.
- Experience working and liaising with customers.
- Experience navigating mortgage processes with accuracy and attention to detail.
- High attention to detail.
- Resourceful.
- Organized and systematic in work approach.
- Keen on using technology and working in an online environment.
- Ability to work both as part of a team and independently.
- Empathetic.
- Excellent communication skills.
- Strong command of English and grammar.
- Proficient typing speed.
- Desire to achieve the best for customers.
Skills
- Customer service
- Mortgage application processing
- Lender portal navigation
- Pipeline management
- Communication (verbal and written)
- Problem-solving
- Troubleshooting
- Data entry
- Teamwork
- Independent work
- Adaptability
- Technology utilization
- Online collaboration tools (Slack)
Location
- Remote
Work Type
- Full-time
- Hybrid
- Evening and weekend work
Experience Level
- Minimum 2 years mortgage experience
About the Company
- Habito by Monzo combines smart technology with expert mortgage advisers to help people find the right mortgage, faster.
- We are rethinking home buying by building products and experiences that make every step easier.
- Habito is making it easier than ever to get a mortgage with cutting-edge technology and a straightforward service.
- We are a diverse team with years of mortgage experience.
- We operate in a fast-paced and ever-changing environment where we are not afraid to change things if they are not working well.
- We are proud of our longstanding 4.9* Trustpilot rating with over 10,000 reviews.
Equal Opportunity
- We’re building a team where everyone feels welcome and can do their best work.
- We are an equal opportunity employer.
- All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
- We welcome applicants to use their preferred name during the application process.