Customer Care Consultant

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

For over 50 years, we’ve shared the same simple mission: to really make a positive difference for our customers and communities.

Working under the direction of the Customer Care Team Leader, deliver exceptional customer service to those Hodge mortgage customers negotiating key critical events during the lifetime of their mortgage term.

Responsibilities:

Reporting to the Customer Care Team Leader, you will help customers and/or their advisers negotiate and apply solutions to key critical events during the lifetime of their mortgages.

Working under the guidance of the Customer Care Team Leader you will apply remedies defined within our arrears, forbearance and litigation policies, ensuring that shortfalls and mortgage arrears are pursued in accordance with regulation, specifically MCOB and our Vulnerable Customers Policy. You will administer each account up to where arrears have been discharged and beyond upon direction to monitor the effectiveness of any forbearance arrangement In doing so you will have regard for MCOB 13.5.3 & 13.5.4 and not apply undue pressure on the customer and/or IFA.

Working under the guidance of the Customer Care Team Leader you will work sensitively with the personal representatives of deceased Hodge mortgage customers to ensure that the loans of the deceased are repaid in accordance with the period of grace defined within by the mortgage product term and escalating where the redemption terms have not been observed to the Customer Care Team Leader and Manager

You will support our Mid Term Mortgage Specialist by applying agreed repayment solutions to Hodge mortgage accounts and communicating with customers and/or their IFA to confirm their implementation.

You will support our Mid Term Mortgage Specialist implement solutions where customers want to release value in their homes through appropriate equity release schemes.

You will ensure that at all times customers are treated fairly and responsibly, providing evidence to support the decision-making process at every stage of your interaction with the customer and their IFA.

You will act as a point of escalation and support for the Operations function offering bespoke solutions to day to day operational issues or where necessary escalating, in the first instance, to your team leader.

Using our quality assurance framework, you will ensure that you perform competently within the framework, ensuring compliance within the training and competency framework.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.