Regulated Mortgage Advisor – Financial Difficulty cases

Apply now Job no: 006920
Work type: Permanent Full Time
Location: England - Yorkshire
Categories: Retail Banking, Customer Service, Regulatory Compliance & Risk Management

Regulated Mortgage Advisor – Financial Difficulty cases

Full Time Permanent Leeds

Salary £21,000 0 £26,000 DOE

The world is changing and so are we. Becoming a CYBG employee means embracing that, and letting your ambition drive you. You need to be all over it, connecting with our growing network of customers and staff across every level of the bank. We need staff who are naturally curious, and willing to go the extra mile to provide our customers with the support they need to succeed.

We have exciting opportunities within our Financial Care Team. The Financial Care Team is a centralised unit supporting customers in, and approaching financial difficulty. If you are highly motivated and passionate about providing a 'best in class' customer experience, then please read on… 

The role is all about…

  • Providing help, guidance and delivery of regulated solutions to customers in or approaching financial difficulty
  • Being responsible for identifying customer needs and ensuring help and guidance is tailored to the customer’s financial circumstances
  • The role is defined under the FCA SAIB regime as being certified, therefore the role holder must comply with the PRA/FCA’s “Fit and Proper” requirements of honesty, integrity, competence, capability and financial capacity
  • Complying with the Training and Competency scheme for Mortgage Advisers
  • Coaching and developing internal teams to identify and refer customers to Financial Care for support


We need you to have …

  • Full CeMap qualification (or industry equivalent)
  • Confidence of working within a regulatory and compliance framework
  • Strong customer focus / orientation
  • Excellent communication skills; the ability to listen, understand and respond professionally
  • A passion for delivering excellent customer service
  • A positive attitude; the ability to overcome obstacles, be accountable and use your initiative to do the right thing
  • The ability to manage your own time and prioritise high workloads
  • The ability to evaluate, complete and process appropriate credit submissions

We would like you to have…

  • Exposure to retail banking and credit submission experience
  • A pro-active attitude with the ability to work with minimal supervision
  • Computer literacy and ability to use multiple systems simultaneously to gather and assess key data
  • Comply with PRA/FCA’s “Fit and Proper” requirements of honesty, integrity , competence, capability and financial capacity
  • An awareness of forbearance options available to customers in financial difficulty
  • The ability to deliver new and modified, regulated mortgage contracts to ensure affordability and sustainability is achieved

We’ll look after you with…

U Benefits is our reward package that reflects the unique culture that we have here at CYBG. It is an integral part of our commitment to you, recognising the diversity of colleagues and empowering you to make the benefit choices appropriate that are right for you.


What’s available?

  • 25 days holiday plus you can buy more
  • Private Medical Insurance
  • Total Pension! Enabling you to save a regular amount towards your retirement
  • Income Protection and Life Assurance
  • Wellness Account is an on demand fully flexible benefit which you control. This benefit provides reimbursement towards the cost of your wellness choices

If this sounds like a role for you, then please click the link below to apply.


"The recruitment, selection and onboarding of employees who fall within the Certification Regime or the Senior Managers Regime, will require to adhere to the principles and guidelines defined by the regulator. If we offer you the job, and you accept, you will be required to pass pre-employment checks including a credit and criminal record check, and provide 6 years' worth of regulatory satisfactory references. Thereafter, you will be subject to periodic employment checks throughout the course of your employment.”




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