Working for Capstone Mortgage Services

See below for some real life examples of what Capstone employees do in an average working day.

A day in the life of a Customer Services Officer …

I work at Capstone as a Customer Service Officer, and thoroughly enjoy the various tasks that I find myself involved in on a day to day basis. These varied and interesting tasks range from dealing with general customer queries to the more complex assessment of applications for further lending. Capstone is rapidly growing and expanding and this gives me the opportunity to grow and develop my career, as I know that promotional opportunities will exist for me later down the line. Working at Capstone has given me a great insight into the world of financial services and allowed me to progress myself and continue to learn and develop my skills. I have been given the opportunity by Capstone to study for my CE-MAP qualification; this is a certificate in mortgage advice and practice which I have recently completed.

In a typical day I will be involved in any number of administrative tasks as well as dealing with our clients customer and broker enquiries. Queries range from general questions regarding the mortgage or loan, as well as other activities including providing statements, references, consents, retentions releases, payment protection, ground rent and assessing loan applications. At Capstone Mortgage Services we are constantly striving and looking at ways to improve the service we offer our clients customers; both in turnaround times for correspondence and requests and also in the service we offer by telephone.

My colleagues are warm and friendly and always willing to help each other and there is a real sense of teamwork with the department. There is a lot to learn but you can use other people’s knowledge within the team structure as well as the dedicated process trainers to help, direct and support you at all times, which is great and really reassuring.

A day in the life of a Collections Officer …

I thoroughly enjoy working at Capstone as a Collections Officer. My day as a Collections Officer is a fairly hectic one and each day is different, which I really enjoy. We are all focussed on making contact with people who have fallen behind in their mortgage repayments and who may need some help and guidance getting them back on track. My work is telephone based so the majority of my day is taken up listening to and helping our clients customers in a variety of situations. I speak to people from all walks of life about their mortgages and the reasons why they may be experiencing payment difficulties. It’s a rewarding role when you feel that you can make a difference to a our clients customer’s circumstances. It can, of course, be challenging which gives me a ‘buzz’. We are given excellent training and there are always colleagues at hand to provide support and direction.

Sometimes, we need to engage third parties to help, however, it is always our aim to keep in regular contact with our customers and help them back to a stable position.

Team work is a major part of the Collections department. The case load is split across the teams and we have monthly targets to meet. This creates great banter and gives us all drive, keeps us going and above all makes work fun!

We have a strong team here at Capstone. The company puts a lot of time and energy into the training and development of new employees who, upon joining, enter the ‘Capstone academy’ which gives them classroom and on the job training to enable them to develop their skills before speaking to the customers in a live scenario. The Collections department is also a great place to work with real opportunities to progress.