Intermediary Support Officer

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

We're hiring a Intermediary Support Officer! You'll deliver excellent customer service to our mortgage broker partners via phone and email, supporting them as they place applications with Nottingham Building Society. By listening carefully and asking the right questions, you'll assess cases against lending criteria, discuss any policy exceptions, and resolve queries efficiently.

You'll help ensure a smooth, friction free journey by providing timely case updates and supporting brokers with any questions or concerns throughout the application process.

Responsibilities

• Respond to a high volume of broker enquiries via phone, email, and web chat
• Provide excellent support to brokers using the online portal and for case updates
• Liaise with Underwriting, Lending Services and BDMs to resolve queries and progress cases smoothly
• Build strong relationships with brokers, networks, and mortgage clubs through proactive communication
• Clearly communicate lending criteria and identify opportunities for policy exceptions to support new business
• Maintain accurate criteria information across third party sourcing systems
• Support procuration fee queries and obtain broker feedback to improve service
• Work flexibly with teams across the Society to meet service demands and SLAs
• Contribute to business launches, compliance requirements and CSR initiatives
• Take ownership of your development and collaborate positively across teams

About you

• Experience operating in a fast paced telephony environment
• Experience making judgements on mortgage opportunities falling outside existing documented guidelines and making appropriate recommendations for exceptions to policy using knowledge, skills and experience to generate confidence in the intermediary market
• Experience managing complaints
• Desirable - CEMAP qualification

Reward & Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full time roles we work a 35 hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.