Mortgage Servicing Agent Review

I am a mortgage servicing agent and my daily tasks involve helping customers out with any queries they may have and resolve any problems they may have with their mortgage. I also have to do a empowerment pilot where i send out Direct Debit Mandates, Certificate of Interest, Permission to Let forms and i also deal with Part Redemption Confirmation letters. my responsibilities are dealing with customer queries at the first point of contact first time every time when possible. Although that i am a telephony agent i also do admin roles for my colleagues when they're needing help for example sending a Permission to Let form out or they need fees taking on the payments system but mostly everyday i am based on the phones at Barclays and i have to make sure that i service the customers as well as i possibly can. I receive great feedback from customers and colleagues and enjoy challenging myself to exceed targets. I receive calls from other departments within Barclays etc...Arrears, Offshore Telephony Agents to take payments and also Central Telephony (The Banking side of Barclays).

Hopefully after i have finished this Apprenticeship i will be offered a permanent role within Barclays and be really successful and i am hoping to also get my Level 2 qualification through Elmfield. I have also taken training courses to be Offset trained and i have been trained to do Empowerment tasks. I have good feedback off my team leader to say i am good at what i do and i also get good call quality and i am above the bench mark of 98% since i started at Barclays just under a year ago. i am good at speaking to customers and getting along with them very well. i enjoy dealing with problems and i feel i can resolve quite a lot of complaints and be positive that i think the customer has gone away with everything resolved. I have learnt a lot since working at Barclays..i have also learnt i can push my self to the maximum and i can achieve targets and also exceed targets.

I really enjoy the whole programme, i enjoy my team and the members it has within it, they're really helpful and they're very customer focused and we always try to meet targets as a team. We always try to exceed targets when possible. I really enjoy the work i do and i love coming to work and servicing the customers of Barclays. I didn't expect the company to be such an exciting environment to work in, all the people who work here are great and there is always something going on at work to be getting involved in. I really enjoy it and would love to be offered a full time role. We have dress down days and also have an activity called bonus ball where money goes to charity.

I get a lot of good feedback from my Team Leader and she is very helpful and always helps me out with any problems i may have. I was chosen by my team leader to do the Empowerment Tasks. i do feel valued by my team and the business. i have had a letter wrote in about myself before to say they were very happy with me and that i dealt with their query extremely well. i get good feedback off my team and i am recognized for what i do.

I had a very interesting Induction. I got all the necessary training that i needed and the Trainers were great. The trainers trained me on Offset, Residential and MYE. i have to study certain things to finish my Apprenticeship booklet to be in time for when Rita from Elmfield comes to see me and i will be signed off the Booklet and the Apprenticeship on the 23rd September. I don't have support meetings but if i did need them i could go to my Team Leader or Elmfield. The team hierarchy is extremely well.

I have a tutor for the Apprenticeship programme. I can get support off her when ever i like. she always answers the phone when i'm needing to get information off her for example when my next meeting will be. i have never had any problems but i'm sure she would be very happy to help me if i did have any problems. She always asks me every session if i have any problems.

I receive a lot of support off my Team Leader who is great and is very helpful. she is very easy to find if you have a problem. I haven't really interacted with the HR team to be honest. I can always get support when ever because if she isn't here there are always other Team Leaders about to help me out. My Team Leader always asks me if i am okay and she makes sure i don't have any problems.

The salary is great! i do live at home currently but i am looking to save up if i get a full time job at Barclays and get a new car and save for a house. I can afford to keep my car running which is great and also go out and still manage to have some money left by the end of the month. I live 1 mile away from work so there is no problems for me getting to work on time and it is very handy living right next to work.

Currently there was the Otley run. We can play football outside of work. There is events at Christmas also. We go t schools to speak to people about Money Skills and Life Skills. Everything is really based in the Leeds area which is good.

Yes

Because it is a great opportunity to meet new people and its a chance to build your career.

The interview was great because i didn't feel that pressured. i felt that the person who interviewed me was very good. there are so many opportunities to go further in the business if you try hard and stick at it and make sure you do everything the best you can. I wouldn't of like to of been told anything else because i feel i got told all the things i needed to be told when i first started.