Customer Relationship Executive (Mortgages)

Customer Relationship Executive – Mortgages

Location: Chester

Employment Type: Full-Time – Permanent

Salary: £27k-£30k depending on experience + Benefits + Career

About the Role

We're looking for an enthusiastic and customer-focused Customer Relationship Executive to join our Mortgage Retention Team.

The role also offers the opportunity to progress a career in the mortgage industry with full training and support, for those seeking that development.

This isn't a cold sales role. You'll be speaking with our existing mortgage customers, building relationships and helping them prepare for the end of their current mortgage deal. Your role is to understand their circumstances, discuss their options, and arrange appointments with our Mortgage Advisers to explore product transfers or remortgaging opportunities.

You'll play a key part in delivering an outstanding customer experience while helping customers make informed decisions about their mortgage before their renewal date.

Full training on our systems, products and processes will be provided.

Key Responsibilities

• Proactively contact existing mortgage customers before their mortgage product expires.
• Build strong relationships through regular, meaningful conversations.
• Understand customers' current circumstances and future plans.
• Discuss available options, including product transfers and remortgaging.
• Identify opportunities to improve customers' mortgage arrangements.
• Book appointments for customers with our qualified Mortgage Advisers.
• Maintain regular communication throughout the customer journey.
• Update customer records accurately within the CRM system.
• Work closely with advisers and the wider mortgage team to ensure a seamless customer experience.
• Meet activity and quality targets while delivering excellent customer service.
• Whilst activity will be from warm contact with existing customers, there will be occasions where cold outreach will be necessary.

What We're Looking For

You'll be someone who enjoys talking to people, building rapport and helping customers.

Ideally you'll have:

• Excellent communication and listening skills.
• A confident and professional telephone manner.
• Previous experience in sales, customer service, account management or relationship management.
• The ability to build trust and long-term customer relationships.
• A proactive approach and the confidence to identify opportunities.
• Strong organisational skills and attention to detail.
• Good knowledge of Microsoft Office.
• A positive attitude and willingness to learn.
• Previous experience within financial services or mortgages is advantageous but not essential.

What We Offer

• Full training and ongoing support.
• A structured career path into Mortgage Advice or Financial Services for those that want it.
• Friendly, supportive team environment.
• Opportunities for professional development.
• Competitive salary + Benefits
• The opportunity to make a real difference to customers' financial wellbeing.

Ideal Candidate

You are someone who:

Loves speaking with people.

Builds relationships naturally.

Is motivated by helping customers find the right solution.

Enjoys working towards targets.

Is organised and proactive.

Wants to build a career in financial services.