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Support Services Officer

Location: Homer Road, Solihull

Business area: Paragon Mortgages

Date posted: 2017-09-01

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 brokers to develop and maintain excellent relationships. You will be making and receiving calls from First Mortgage applicants to verify the transaction detail, the accuracy of the data received and the identity of third parties involved in the transaction.

Duties & 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 adhered to at all times 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
  • Attention to detail with emphasis on maintaining target call volumes
  • An understanding and knowledge of the mortgage industry and its products
  • Knowledge of the Buy-to-Let mortgage market

Qualifications and experience

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

Working hours

37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch).


Relevant training will be provided.

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Living wage