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Support Services Officer


Support Services Officer

  • Homer Road, Solihull

Business Area: Mortgages

Brief description

Do you have previous customer service experience in a telephone based role? We’re looking for someone with excellent communication skills, the ability to adapt and learn in challenging situations and knowledge of the mortgage industry to join our Mortgages division. Does this sound like the role you’ve been looking for?

Purpose of the role

To work as part of a telephone-based team handling new lending enquires, communicating with Intermediaries to develop and maintain excellent relationships. You will be receiving and making calls from Intermediaries and First Mortgage applicants to confirm/verify lending criteria, giving accurate updates on outstanding information on applications, and dealing with Solicitors queries to ensure applications complete in a timely manner.

Duties and responsibilities

  • Effective handling of all new lending enquires, keeping up to date with changes in regulation and lending criteria
  • Effective handling of all Conduct Risk associated telephone calls
  • Liaising with underwriters and communicating lending decisions made to brokers and direct customers
  • Proactively chasing outstanding information
  • Accurate recording of call based data and information
  • Notifying critical information to relevant departments for actioning
  • Organising own daily workflow, ensuring that processes and procedures are always adhered to and tasks performed to agreed service standards
  • Managing, organising and updating information onto systems, internal databases and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes


  • Excellent written and verbal communication skills
  • An understanding and knowledge of the mortgage industry and its products
  • Knowledge of the buy-to-let mortgage market
  • Previous experience in a telephone-based role

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics and previous experience in a telephone based role.

Working hours

32 hours or 36 hours per week, Monday to Thursday until 5.30pm and Friday until 5.00pm but flexible on start times (one hour for lunch).


Relevant training will be provided.

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Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.