Mortgage Advisor Virtual (Telephony & Video)

About the role

Barclays is recruiting a Mortgage Advisor Virtual (Telephony & Video) in Sunderland at its Doxford Park Customer Experience Centre. The role sits in Relationship Management and focuses on supporting customers throughout their mortgage journey, handling enquiries, running appointments for new applications and product transfers, and giving expert mortgage and mortgage-related protection advice. The role is permanent.

Key responsibilities

• Manage and own the customer's application journey to completion, liaising with internal and external stakeholders while keeping customers informed.
• Provide SME expertise on mortgages and life assurance, covering features, benefits, limitations, risks and compliance.
• Identify market trends, new features, regulatory requirements and potential risks, and analyse performance data and customer feedback to support product development.
• Respond to customer enquiries, resolve complaints and give advice on product usage.
• Promote the product to potential customers and help develop marketing materials such as brochures, presentations and online content.
• Take part in training, workshops, events and conferences to share product knowledge.

Required profile

• CeMAP qualification.
• Experience or a background in the mortgage sector.
• Demonstrated experience of high-quality customer service in a telephony-based environment.
• Ability to lead confident, in-depth conversations and build trusted relationships.
• Excellent diary management and ability to prioritise in a fast-paced environment.
• Proven track record of delivering KPIs and showing commercial awareness.

The shift pattern runs 8am to 8pm, Monday to Sunday: 12pm to 8pm on 5 out of 10 weekdays and 9am to 5pm every other Saturday. The role is a certified role under the PRA and FCA Individual Accountabilities Regulations and may require mandatory regulatory qualifications. Candidates must have the legal right to work in the UK.