Intermediary Support Officer - Nottingham City

Intermediary Support Officer - Nottingham City

Contract type: Permanent

Hours: Full-time, 35 hours

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

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact careers@thenottingham.com

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.

Here’s a taste of what you will be doing as a Intermediary Support Officer at Nottingham Building Society: -

• 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 make appropriate recommendations for exceptions to policy using their knowledge, skills and experience in order to generate confidence in the intermediary market
• Experience managing the 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.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed

to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us: -

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our colleagues, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.