Senior Agent

Embark on a fulfilling career journey as a Senior Agent within our dynamic Mortgage team. This pivotal role offers a unique opportunity to guide customers through one of life's most significant milestones – their mortgage application. You'll be at the forefront of delivering exceptional service, collaborating with colleagues across the UK and India, and making a tangible difference in our customers' lives.

This position is ideal for individuals who thrive in a supportive and collaborative environment, possess a keen understanding of the mortgage lifecycle, and are passionate about customer advocacy. If you're looking to leverage your expertise in a role that is both challenging and rewarding, this could be your next career move.

Key Advantages for Aspiring Candidates:

• Impactful Role: Directly contribute to customers' major life decisions by providing essential support during their mortgage journey.
• Collaborative Environment: Work closely with a diverse and talented team across different geographies, fostering a global perspective.
• Professional Development: Opportunities to enhance your understanding of underwriting, KYC, risk management, and operational excellence.
• Career Growth: This role offers pathways to develop leadership skills, mentor colleagues, and contribute to strategic improvements within the customer care function.
• Location: Based in our vibrant Manchester Office, providing a central hub for your daily operations.

Key Considerations for Your Career Path:

To excel as a Senior Agent, candidates should possess:

• Mortgage Experience: Proven experience within the mortgage industry, ideally supporting customers throughout their application process.
• Regulatory Understanding: A solid grasp of Underwriting principles and Know Your Customer (KYC) procedures is essential.
• Work Ethic: A driven mindset, adept at working effectively within a controlled, collaborative setting, and managing a high volume of work under tight deadlines.

Additional skills that will set you apart include:

• Communication Prowess: Demonstrated ability to communicate effectively across various channels with internal and external stakeholders.
• Operational Insight: A comprehensive understanding of the end-to-end mortgage process.
• Back-Office Acumen: Experience in back-office operations, contributing to efficient workflow management.

Your suitability for this role will be assessed against critical skills such as risk and controls, change and transformation initiatives, business acumen, strategic thinking, and digital proficiency, in addition to your core technical mortgage expertise.

The Purpose of the Role is to be a cornerstone of the Specialist Customer Care team, resolving complex customer needs with exceptional service. Your Accountabilities will span providing customer support via chat, email, and phone, resolving intricate inquiries, collaborating with cross-functional teams, identifying process improvements, developing and implementing customer care procedures, managing customer inquiries related to bank products, and reporting on performance metrics.

As a Senior Agent, you are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, guided by the Barclays Mindset of Empower, Challenge, and Drive. You will be a vital contributor, offering specialist advice, performing activities to a high standard, and potentially taking ownership of specific team processes. Your ability to build strong stakeholder relationships and provide clear, sensitive communication will be paramount to your success.