Embark on a Career within Mortgage Operations
At Virgin Money, we celebrate the uniqueness of every individual and strive to create a welcoming and inclusive environment. Our Mortgage Operations team is at the forefront of our mission to provide a simply brilliant service and innovative solutions. Our dynamic team deliver tailored solutions, making home ownership dreams a reality. With a collaborative and supportive work culture, continuous learning, and valuing each team member's contribution, the Mortgage Operations team is the perfect place to grow your career.
Life in our Mortgage Operations team
Embrace the hybrid work life, whether immersed in the energetic ambiance of our office or enjoying the comfort of your home workspace. Our dynamic team operates as one cohesive unit, seamlessly blending diverse strengths and perspectives. Our primary focus is to answer calls from our brokers and customers, providing unwavering support from the initial application stage to the regular management of monthly mortgage payments. We accompany them every step of the way, delivering an exceptional service experience. Here's a flavour of what we get up to:
Inbound calls
Handled with warmth, professionalism, and a personal touch
Listening carefully
Understanding customer needs and providing clear, helpful solutions
Finding Solutions
Using your knowledge and tools to resolve queries efficiently and confidently
Lasting Impressions
Making every interaction count by delivering a service that exceeds expectations
Frontline Insights
"Our Customer Contact Centre is dynamic and fast paced and our mission is to deliver a great customer experience, delivering on Our Purpose of Banking, - but fairer more rewarding and for the good of society. Delivering on Service level is at the forefront of our team as well as great customer conversations. We’re responsible for answering mortgage queries in a succinct, empathetic, and accurate way. There are also many challenging calls where we need to recognise and record instances of vulnerability - we put ourselves in our customers shoes and seek solutions. We're passionate about creating a positive, people first culture where everyone’s ideas are valued and development is encouraged. In our team you’ll answer mortgage calls, recognise vulnerability and record and speak to customer’s, Brokers and Solicitors."
Liz Thompson, Front Line Manager
A Role with Variation
"My role is to ensure our brokers and customers get the help they need from Virgin Money as a lender when looking place their business to us. I take calls directly from customers although my primary responsibility is to answer pre-application queries from brokers and assist with ongoing cases. It helps to be empathetic and understanding in this role as we come across a lot of vulnerable customers, so I do my best to ensure I give out clear and accurate information. During calls, I simultaneously record data to ensure the information we have is up-to-date and accurate on our customer accounts. The technical problem solving part of my role is my favourite - I enjoy this mostly because a broker may have spent an entire weekend on an issue that we essentially end up fixing in a few minutes for them. The role of a Banking Associate is varied and it involves helping customers with a wide range of queries so it really helps if you are a people person. Some customers will have queries about their mortgage statements, overpayments, direct debits and there are so many different questions so no call is ever the same. A big part of my role is quite simply, problem-solving and for me I make it my business to resolve issues promptly and efficiently, ensuring a whole lot of customer satisfaction. "
Emmanuel Kasozi, Banking Associate
Flowing into Leadership
"After 18 years in my role, I decided to apply for the Flow Lead position at Virgin Money. Despite my initial nerves about the application process, I found it easy and straightforward. I updated my CV, I submitted my application and was thrilled to receive an interview invitation. The interview, conducted over Teams, was an incredibly supportive experience. My interviewers made me feel relaxed and comfortable, explaining the process clearly and engaging in meaningful conversations. My interviewers were lovely and we have some good conversations and chatted - They made me feel so relaxed and explained how the interview would go, they would ask a few questions, and I could ask questions too."
Katherine Dixon, Flow Leader
Thinking about joining the team?
We're rooting for you! To support you in your application and to give you an edge, we've connected with our hiring managers to understand precisely what qualities and skills they are looking for.
If you do require any reasonable adjustments, please contact our friendly Talent Acquisition team who would be happy to help careers@virginmoney.com
Communication
Show us your ability to convey information clearly and effectively especially over the phone. This is to ensure customers fully understand their mortgage options and processes
Problem Solving
You'll be assessing customer situations, identifying issues and proposing effective solutions so showcase your adaptability and thinking on your feet
Attention to Detail
Making sure all information and recordings are accurate is a must for this role so if you have a keen eye for detail, let us know
Empathy and Customer Focus
Delivering a seamless and simply brilliant customer experience is a must within our teams. Demonstrate genuine care and understanding to help you thrive
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