Focused on our employees

Telephony Mortgage Lending Administrator
Date Posted: 18 February, 2021
Vida Homeloans
Home working/Staines-upon-Thames
Role Purpose

If you are looking for a career within a fun and energetic company, who embrace diversity and are value led, Vida Homeloans, the new specialist intermediary mortgage lender is currently seeking a Telephony Mortgage Lending Administrator with the potential to grow into Underwriting roles in the future.

 Vida Homeloans, the trading style of Belmont Green Finance Ltd, are challenging traditional ways of thinking in the mortgage industry. The successful applicant will work as part of a team to ensure that departmental targets are met, along with maintaining high standards to all stakeholders including intermediaries. There is a focus on driving excellence of service through efficiency of handling administrative tasks and telephone calls in a professional and friendly manner. This is an opportunity to add value to your team by devising innovative ways to improve productivity and service.


    Key Responsibilities
    • Receive inbound calls from intermediaries and action as appropriate in a timely manner to increase efficiency
    • Ensure a high level of customer service is maintained on a daily basis
    • Great problem solver and able to remain calm under pressure
    • Great at objection handling and challenging queries
    • Genuine passion for speaking to customers, answering queries and a clear communicator
    • Listening and being able to build relationships at point of contact
    • Organised, self-motivated and a team player
    • Respond to customer, intermediary or solicitor enquiries
    • Work as part of a team to ensure departmental targets are met along with maintaining high service standards to all stakeholders, in particular intermediaries
    • Build successful working relationships with external contacts such as brokers, customers, surveyors and solicitors as well as internal teams such as Sales & Marketing, Risk, Compliance etc to help to ensure all lending requirements are satisfied prior to release of funds
    • Identify ways to improve department productivity or quality of service to brokers
    • Interact with intermediaries and customers to ensure expectations are being met at all times
    • Deliver on promises made
    • Target Right First Time procedures and processes
    • Outbound calls – chase valuations and intermediary documents
    • Attention to detail when documenting call notes on system
    • Achieve KPI’s and targets
    • Consistently achieve benchmark or above for Quality Checking (QC)
    • Positively displaying the ‘Vida’ values consistently
    • Positive representation of the ‘Voice of Vida’


    Knowledge & Experience
    • Educated to GCSE level (at least 5 A - C grades including B in English and Maths)
    • Previous experience of telephony and administrative roles within Financial Services industry
    • Experience within Mortgage Administration (desirable)
    • Administration and/or workflow experience (desirable)
    • Customer contact experience with a commitment to customer service excellence
    • Familiar with the financial services marketplace (desirable)
    • Strong telephony and communication skills
    • Excellent keyboard and IT literacy (including use of Microsoft Word and Excel)
    • Excellent oral and written communication skills
    • Confident, clear and professional telephone manner
    • Attention to detail
    • Ability to perform well under pressure and adhere to strict deadlines
    • Ability to work as part of a team
    • Able to quickly assimilate & understand new information
    • Flexible approach to working practices, with the ability to multitask
    • Competitive Salary £20,000 to £22,000 per annum 
    • Holidays starting at 25 Days (increasing each year of service up to 28 Days)
    • Birthday off to celebrate
    • Private Healthcare (Currently with Vitality)
    • Volunteering Opportunities
    • Buy Annual leave scheme
    • Life Assurance
    • Free eye tests
    • Health MOT
    • Flu jabs
    • Season ticket loans
    • Pension Scheme (Employer contributes up to 10%)
    • Free Car Parking
    • Annual Bonus Scheme
    • Subsidised local amenities in Staines
    • Employee Recognition Scheme linked to our Company Values
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