Customer Champion

4 weeks ago

Cape Town, South Africa The Legends Agency Full time

Position Title: Customer ChampionLocation: RemoteEmployment Type: Full-TimeSalary: Based on experience from 30,000 ZAR+ per monthAbout the CompanyA leading specialist mortgage broker, this organization provides tailored mortgage solutions for UK expatriates and international buyers. It is committed to delivering exceptional service and ensuring clients are supported through every stage of their mortgage journey.Role OverviewThe team is seeking a highly articulate and proactive Customer Champion to deliver unparalleled customer service and guide clients from mortgage offer to drawdown. This role demands impeccable English communication skills, a hands-on and phone-first approach to resolving issues, and a solutions-driven mindset. The Customer Champion serves as the clients advocate, offering guidance and eliminating post-offer challenges to ensure swift and smooth completions.Key ResponsibilitiesDeliver 100% exceptional customer service, acting as the clients primary advocate post-mortgage offerUse outstanding verbal English to simplify complex issues and communicate confidently over the phoneProactively solve problems by prioritizing direct calls over emails, engaging with solicitors, lenders, and stakeholdersIdentify and remove bottlenecks in the process to ensure efficient and timely transaction completionOffer clear, supportive guidance to clients who may be fatigued by earlier stages of the processMaintain accurate case records using CRM systems for efficiency and transparencyCollaborate across internal teams to align goals and accelerate drawdown timelinesSuggest workflow and process improvements to enhance the client experienceCandidate RequirementsProven experience in customer service, client relationship management, or case management (experience in mortgages, financial services, or conveyancing preferred)Exceptional verbal and written English skills, with confidence in leading phone conversationsDemonstrated ability to resolve issues swiftly and decisively via direct communicationSkilled at managing high-pressure interactions with stakeholders to drive case progressHighly organized, with the ability to handle multiple cases and meet tight deadlinesEmpathetic and trustworthy, especially with clients who are frustrated or overwhelmedFamiliarity with the UK mortgage process, particularly the post-offer to completion phase (strongly preferred)Proficient in CRM systems and Microsoft OfficePassionate about delivering excellent customer experiences and driving resultsWhats on OfferA dynamic and supportive team environmentThe chance to make a real difference in clients home-buying journeysPerformance-Related Pay Scheme (details to be confirmed with shortlisted candidates)Access to industry-leading tools and resources

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