As a Financial Support Agent at Masthaven you will play a key role in enhancing the reputation of an innovative and exciting new concept in online banking and mortgage lending. The majority of your time will be spent helping our customers service their loans, for example by answering telephone or written queries. In doing so you will provide information or documentation such as statements or letters to account holders to resolve their queries. Sometimes the queries you receive will be complex, whilst in some cases the queries could be customer complaints. Your role will be to answer these complex queries and respond to customer complaints both verbally and in writing, always aiming to achieve the best possible outcome for the customer and the bank. At times our customers need help and support in making their loan payments and keeping their accounts up to date. This is when you will use your knowledge and skill of different types of forbearance support to help our customers at the time when they are likely to need help from us the most. When in arrears, we aim to provide our customers with a friendly yet firm support in the management of their accounts, treating them in a fair and professional manner. There could be times when customers, some who may be vulnerable, experience financial difficulties in stressful and sometimes emotional situations, which you’ll be required to lead. Providing support to customers is not always possible and this is when you will use your knowledge of arrears management and litigation processes to ensure the best possible outcome for your customer and the bank in the situations you face. Working as part of the wider Customer Services and Financial Support team, you will have a excellent understanding and experience of working in the UK mortgage market, including experience gained in servicing, arrears management and litigation. You will have a great opportunity to make a difference to customer’s lives through your work. This role is based at Masthaven's Reading office.