Job Description

Welcome Pack Assistant

The description below describes the nature of the role and is not limited to the tasks set out.  The individual may be required to provide additional support when requested.

• Job Title: Welcome Pack Assistant
• Job Type: Permanent, full-time.
• Location: Newport office.
• Salary: £19,000.00 to £21,000.00 DOE
• Reports to: Welcome Pack Supervisor

Job Purpose:

We are looking for a Welcome Pack Assistant to join the Welcome Pack team and ensure that the team is providing exceptional support to our wider conveyancing team, and our valued clients.

This is an excellent role for an individual who wants to be an integral part of our in-house Conveyancing Training Academy. The Assistant will be a permanent member in an ever-changing department and environment and will be relied upon to provide a consistent level of assistance and support to the department and the Welcome Pack Supervisor.

Essential Skills: 

• Previous admin experience
• High attention to detail
• Excellent IT skills and experience with Microsoft Office and Google software
• Experience with training others
• Strong focus on great customer service 

Your responsibilities will include: 

• Assisting with all work in the department including allocating and processing paper and online welcome packs, processing client ID, processing Source of Funds and Proof of Wealth documents, ordering office copies, issuing contracts, and reporting on searches, mortgage offers, freehold sale enquiries, and other ad hoc tasks as required.
• Review documents and ensure all documentation is available and completed correctly in accordance with company policy and industry regulations.
• Supporting all incoming correspondence to the department whilst ensuring excellent customer service is always provided.
• Dealing with phone calls daily including providing assistance to clients with any queries or technical issues they may encounter with the completion of their welcome pack.
• Dealing with overflow phone calls from other departments.
• Update and maintain department worklists and spreadsheets in line with the work allocated.
• To liaise with clients, lenders, Conveyancers, and colleagues in regard to Welcome Pack matters.
• To be able to consistently achieve personal and departmental performance-related targets.
• Chasing overdue Welcome Packs and encouraging clients to return the documentation within a timely manner.
• Dealing with Source of Funds and Proof of Wealth.
• Downloading documents from lender portals to assist the conveyancers within the live teams.

Personal Qualities

• Self-motivated and able to manage conflicting priorities and tasks with minimal supervision.
• Copes effectively in demanding circumstances.
• Demonstrates persistence and commitment to completing tasks and objectives.
• Pays attention to detail and quality of work.
• Confident in building and maintaining strong working relationships with staff of all levels of seniority.
• Demonstrate a ‘can-do’ attitude including a willingness to help others within the company.
• Able to communicate to colleagues and external stakeholders in writing in a clear, constructive, and professional way.
• Excellent customer communication skills including the ability to resolve complaints or escalations.
• Demonstrates sound judgement and good decision-making when dealing with problems.
• Able to identify a problem arising and can develop a solution and seek guidance or input before acting.
• Looks for new solutions to problems as well as tried and tested methods.
• Willing to ask questions, listen to others’ views and accept advice.

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