First Contact Team Advisor

Integrar is a specialist division of Knights, the UK’s largest legal and professional services business outside of London. With 1500 colleagues across 26 locations our strong organic growth, combined with several high-quality recent acquisitions means we are now a more diversified business with strengthened positions in our key target markets.

Integrar specialises in delivering remortgage services for lending institutions and intermediaries such as banks, building societies, mortgage brokers, estate agents and financial advisors. Our teams provide a fast and efficient service without compromising on a quality and the personal touch.

About the role

As a First Contact Advisor for Integrar you will be expected to manage 60 inbound calls per day, being the first point of contact for major mortgage lenders, brokers, customers and third parties. It requires a passion for delivering an excellent standard of customer service, problem solving and query resolution, as well as being calm under pressure and an amazing team player.

Responsibilities:

• Assisting borrowers and other callers with a wide range of enquiries regarding their remortgage application.
• Taking ownership of issues to make sure that they get resolved within our SLA’s.
• Working with the team of Caseworkers, to support the firm in achieving our objectives.
• Accurately administrating client details using our case management system as well as use of Excel and Outlook.
• Responding to online customer enquiries via email.
• Working on a variety of back-office processes to deliver our services.
• Undertake any reasonable request from a Partner, Unit Head or other appropriate Manager from time to time.

What does Knights offer?

• You will be part of a One Team culture that promotes direct responsibility with an expectation to always deliver the best service possible for clients within a collegiate, team-based environment.
• You can help change the way we all think about and deliver the future of legal and professional services in a friendly, caring business, with little (if any) hierarchy.
• Our culture of positivity and transparency, provides a great platform for people to take their careers to the next level.
• We have an exceptional office environment and facilities at The Majestic in Leeds city centre.
• Excellent training and induction programme for all new starters; an engaging on-site training team will give you the skills and knowledge to succeed in your role.
• Great work-life balance with employee wellbeing and healthcare benefits.
• Excellent benefits package makes Knights a great place to work and includes 23 days annual leave, birthday gift vouchers, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.

What are we looking for in a candidate?

• To be successful in this role you will be enthusiastic about delivering quality customer service to a high volume of businesses and individuals on a daily basis.
• You will have a strong commitment to client care and to providing a friendly and helpful service.
• An excellent telephone manner with the ability to deal, in a calm and measured manner, with callers who may be under pressure, lack an understanding of the remortgage process etc.
• You will be confident working in an environment with clear targets to achieve and strict SLAs.
• You will thrive in a team environment which is supportive, positive and succeeds together.
• Strong communication skills both on the phone and via email, including an excellent standard of writing.
• Prior experience of remortgage processes is advantageous but not essential.
• You are adept at picking up new systems quickly, as we invest heavily in the latest technology to ensure we provide the best and most efficient service to our clients.