After Sales Consultant - Equity Loans

Twickenham, London (Greater)
£32,000 + Benefits Package
03 Apr 2019
21 Apr 2019
Full Time
Organisation Type
Housing association / RP

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

We are looking for a customer driven candidate who delivers on targets, to join our busy After Sales Team!

Main Accountabilities:
To provide an excellent equity loans service to all stakeholders. Responsibilities include Redemptions, DOSS - Lease extensions, Transfer of Equity and DOP/Re-mortgage. Take ownership and progress all equity loans activities through to completions within the agreed timescales set by management. Communicate effectively and give basic advice to home owners who engage with the equity loans team.

Key experience and qualifications required:
-To handle customer enquiries (by telephone, email, post) in a professional and supportive manner, displaying product knowledge.
-Read and interpret leases and give effective advice to customers and other key internal and external stakeholders regarding all equity loans products and activities.
-Log all customer contacts, maintaining accurate records using the appropriate database and case management systems.
-Carry out thorough and relevant checks while effectively managing all allocated equity loans activities and help to achieve or exceed equity loans targets.
-Ensure that all activities are progressed in accordance MTV equity loans policies and procedures and money laundering regulations.
-Support customers by providing effective advice on equity loans procedure and process and keep the customer updated on the progress of their equity loans case.
-Prepare weekly reports on own equity loans activities and progressions, ensuring performance standards are met and progress is charted and procedures are complied with.
-Develop and keep up to date with technical knowledge and relevant FCA legislation especially regarding equity loans, Redemptions, DOSS - Lease extensions, Transfer of Equity, DOP/Re-mortgage.
-Ensure that customer data is held in strict compliance with General Data Protection Regulation (GDPR) and best practice across the team
Essential Criteria:
-Experience of Low Cost Housing Support, Equity Loans, Home Ownership and money laundering regulations.
-Proven experience of providing excellent customer service to stakeholders
-Experience of working to tight deadlines to achieve monthly targets
-Evidence of championing customer service and innovation in service delivery
-Flexible approach and strong commitment to Equal Opportunities
-Demonstrable continuous business improvement philosophy and practice
-Providing staircasing services to third parties and customers.
-Experience of building excellent customer relationships with all stakeholders

How we reward you
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme
-Employee Assistance
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."

To apply: Please upload an updated CV and a one page supporting statement outlining why you are interested in the role, MTVH and how you meet the key criteria for the post.