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Intermediary Support Specialist – full and part time roles available We’re Perenna, a digital mortgage bank offering flexible fixed rate mortgages, providing full payment certainty and protecting borrowers against interest rate rises. Our Intermediary Support Team is at the forefront of the relationships we manage with our distribution networks. We help brokers understand our products and application processes, so that mortgage customers have the best possible experience when they apply for a mortgage with Perenna. We’re looking for people who are passionate about exceptional customer experience and having some knowledge of the mortgage market to join our team, where you’ll hep to make sure that our broker partners and their customers have the best possible experience of applying for a Perenna mortgage. We’re looking to fill 2 positions, and at least one role will be available on a part time basis. We’re open to discussing a range of working patterns, so please indicate in your application if you’re interested in a full or a part time role. What you’ll be doing. The team will manage the end-to-end support for our brokers – new broker registration, changes and offboarding, responding to new business enquiries and escalations, logging complaints via brokers, responding to application enquiries up to full application stage, handling proc fee enquiries, and providing telephone support to brokers during the application process. Here’s what you’ll be doing: • Dealing with our intermediary networks – Mainly inbound daily activities such as broker registration, policy and lending criteria enquiries and broker support and education, setting high standards to ensure good customer outcomes. There’ll be calls and chat contact as well as dealing with email enquiries., • Supporting the Business Development Team – the team provides support and feedback to the Business Development Team to help them deliver a successful contact strategy, and facilitate onboarding of new firms, networks and clubs., • Delivering a great experience to our intermediary partners – this team is at the forefront of our relationships with our broker and distribution partners, so you’ll be cultivating effective relationships with them, helping to educate and share knowledge about our products and services and growing our reputation as a market changing mortgage lender with a truly unique proposition. Your skills and experience. Here’s what you can bring to this role: • Good knowledge of the residential mortgage business sector, ideally gained from working in a similar role in a lender or intermediary. You should be familiar with the principles of responsible lending, treating customer fairly, consumer duty, and understand what it takes to deliver a good outcome for customers., • A proven ability to handle a wide range of inbound queries, where you’ve developed an engaging and high touch approach to relationship management, and you thrive in developing relationships with partners and external stakeholders., • Skilled in using various CRM tools to keep records accurately, and familiar with principles of data privacy., • Highly effective as a team member. You should be at your best when you’re collaborating with colleagues, and you’ll be someone who thrives on shared successes, not just hitting your own targets. Rewards & Benefits at Perenna • 38 days of holiday a year including Bank/Public holidays., • 10% company contribution to your pension (you put in 5%), • Fully comprehensive private healthcare cover for you, and for your family if you’d like to add them through our BUPA plan., • Security for life events through our Income Protection Scheme and our Life Assurance Plan, which is worth 8 times your salary., • We offer everyone personalised mental wellbeing resources, support through our confidential Employee Assistance Programme whenever you need it, and access to fully trained Mental Health First Aiders across the company., • Commitment to your development, with access to training and development opportunities to support your growth., • Enhanced maternity and paternity leave, • EV car lease scheme through Octopus This is a hybrid role. You will work from our Newcastle office some days and work at home the remainder of the time. This enables us to strike a balance that enables efficiency, connection and collaboration. Things you should know. Our selection processes are quick, but thorough. After a short initial chat to get some extra information about you, you'll have 2 interviews, one focussed on your skills and experience, and another looking more closely at what you value and how you’ll add to our culture. We're a regulated bank, so if you're successful, our pre-hiring process will include ID verification, a DBS records check, adverse credit checks (not scoring) and employment history referencing before your start date is confirmed. All applicants need to be fully eligible to work in the UK without any restrictions. We can't support Visa sponsorship. The fantastic people we have here at Perenna come from a very wide range of backgrounds and communities, but we all share the same belief that mortgages should be better, and we all want to make that happen together. We’re passionate and proud of our unique proposition, our products and our mission. We collaborate and we support each other, and our culture is inclusive and open. Diversity of all kinds is valued and respected here, and whatever your background, your voice will be heard. That’s not just because it’s the right thing to do – we believe our diversity makes us better for our customers and helps us think big about our goals. If you need any accommodation or adjustment to participate in our selection process, please let us know, and we’ll make it happen.