Customer Service Officer: Home Finance

Company Description

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Job Description

We’re recruiting for a Customer Service Officer to join us. This is a telephony based role within our Legal & General Home Finance Team. We are looking for individuals that are able to build rapport quickly, ensure full understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding. Time management is also important as you need to be able to deliver on promises made to customers. 

This is a permanent role, working 35 hours per week, during the telephony open hours (currently 8:00-17:30). What’s more, there is no weekend work, as you will only work Monday to Friday (2 days at the office and 3 days at home)! The base salary for this role is £23,000 per annum. 

Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales. All applications will be considered. Full training will be provided, as well as regular on job coaching and support.

What you’ll be doing:

• Provide a world class level of service that ensures our customers’ expectations are met. The service provided will include sensitive and complex situations, which will need to be handled with empathy and sympathy. 
• Accurately and effectively administer mortgage business to ensure we operate within our agreed service levels to fulfil both contractual and departmental requirements.
• Maintain relationships with internal and external customers, which include policyholders, scheme members and legislative bodies.
• Collate and analyse all relevant information and to make informed decisions, which may include reference to the Line Manager, to protect all interested parties from fraudulent acts by conducting all transactions within approved financial limits and guidelines
• Use appropriate customer feedback and data to improve working practices and highlight opportunities for improvement to the customer experience, and deliver appropriate solutions
• Proactively identify changes in rules/requirements including Data Protection, Money Laundering, Breaches, Complaints and Controls and own the changes required to integrate these changes into business as usual. 
• Take ownership of your own development, ensuring the development of skills and knowledge, whilst undertaking training opportunities.

Qualifications

The skills below are really important to us. Rest be assured, we will show you the L&G way. You’ll be in our office based induction for the first 4 weeks so, you’ll have the tools you need before you start helping our customers and clients. 

Who we’re looking for:

• Minimum 5 GCSEs at grade C or above
• Good attention to detail
• Computer literate in Microsoft office
• Able to work well within a team environment
• Strong verbal and written skills.
• Previous experience in financial services preferred
• Experience of working with direct customer interaction: either face to face or by phone

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes 
• Generous pension contribution 
• Life assurance 
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online 
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we’d love to hear from you.

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