Focused on our employees

Telephony Mortgage Lending Advisor
Date Posted: 23 March, 2022
Belmont Green Finance Limited
Role Purpose

At Belmont Green, we know that life is never a straight line. That’s why we believe in second chances. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring people to solve complex customer problems and help everyone find a safe place to call home. People are at the heart of our business, and we work hard to create a positive and engaging working environment centred around our vision, mission, and values.

With three offices in Staines, London, and Skipton, we bring teams together regularly to collaborate but empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK. As well as flexibility and the opportunity to work from home, we also offer a competitive salary, attractive company pension, private medical insurance, birthday leave and 25 days holiday.

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

Belmont Green and Vida offers comprehensive benefits package to support our employees’ professional and personal needs, these are:

• Agile Working

• Annual Bonus - (company and personal performance related)

• Annual Leave - 25 days annual leave rising to 28 days (1 extra day per full year worked)

• Buy Annual Leave - Up to a maximum of 5 days annual leave can be purchased and will be provided interest free

• Birthday - We provide staff their birthday off to celebrate in style following 6 months’ service

• Vitality - Private Medical (Single cover) with Vitality as a ‘Benefit in Kind’ including discounts and health incentives

• Health MOT - Annual health checks with Vitality representative

• Season Ticket Loan - We understand that some staff will need to rely on public transport in order to attend their work location. This benefit is intended to help staff cover the costs of a season ticket.

• Company Pension

• Life Assurance - Offering 4 x basic salary

• Car Parking - Free parking at Staines and Skipton offices

• Education and Further Learning

• Employee Referral Incentive Scheme

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