Preparing for your interview
At Virgin Money, we celebrate the uniqueness of every individual and strive to create a welcoming and inclusive environment. Our Mortgage Operations team is at the forefront of our mission to provide a simply brilliant service and innovative solutions. If you’re gearing up for an interview with us, this page is designed to give you an in-depth look at the department, outline key responsibilities, share testimonials from your future colleagues, and offer valuable interview tips.
Let’s get you ready to shine. Your journey to joining Virgin Money—and shaping the future of banking—starts here.
Mortgage Operations Telephony Agent: The low-down
Working a hybrid life, whether you're in the buzz of the office or comfortably at home in your own workspace, we function as one cohesive team. Our main focus is answering calls from our brokers and customers, supporting them from the application stage to making monthly mortgage payments. We're there for them every step of the way delivering a simply brilliant service. There are two teams we're recruiting for:
- MACC (Mortgage Account Contact Crew). Operational hours Monday to Friday, 9am - 5pm
- ILM (In Life Mortgages): Monday to Friday, 8am - 6pm, and Saturday, 9am - 1pm with a shift rotation
- We believe in working hard while having a bit of fun. On Wednesdays, we don't open the lines until 9:30am so we can get together for important communications or a team quiz!
During your interview, be sure to share your top-notch customer service experiences. Tell us about the times you’ve gone the extra mile to improve a customer journey or how you've implemented an idea to drive better results. These are all transferable qualities that we're looking for in the role. So here's a glimpse of what you'd be up to:
Inbound calls
Handled with warmth, professionalism, and a personal touch
Listening carefully
Understanding customer needs and providing clear, helpful solutions
Finding Solutions
Using your knowledge and tools to resolve queries efficiently and confidently
Lasting Impressions
Making every interaction count by delivering a service that exceeds expectations
Frontline Insights
"Our Customer Contact Centre is dynamic and fast paced and our mission is to deliver a great customer experience, delivering on Our Purpose of Banking, - but fairer more rewarding and for the good of society. Delivering on Service level is at the forefront of our team as well as great customer conversations. We’re responsible for answering mortgage queries in a succinct, empathetic, and accurate way. There are also many challenging calls where we need to recognise and record instances of vulnerability - we put ourselves in our customers shoes and seek solutions. We're passionate about creating a positive, people first culture where everyone’s ideas are valued and development is encouraged. In our team you’ll answer mortgage calls, recognise vulnerability and record and speak to customer’s, Brokers and Solicitors. Handling varied and diverse conversations. During your interview, showcase your proactive attitude and ability to foster positive customer relationships. Demonstrate your comfort in handling phone conversations while simultaneously recording data. Good Luck!"
Liz, Front Line Manager
A Role with Variation
"My role is to ensure our brokers and customers get the help they need from Virgin Money as a lender when looking place their business to us. I take calls directly from customers although my primary responsibility is to answer pre-application queries from brokers and assist with ongoing cases. It helps to be empathetic and understanding in this role as we come across a lot of vulnerable customers, so I do my best to ensure I give out clear and accurate information.
During calls, I simultaneously record data to ensure the information we have is up-to-date and accurate on our customer accounts. This requires attention to detail and the ability to multitask effectively. The technical problem solving part of my role is my favourite - I enjoy this mostly because a broker may have spent an entire weekend on an issue that we essentially end up fixing in a few minutes for them. The response from them is priceless but mostly, because I understand there's a lot of different lenders out there and we each have completely different systems, they don’t get the training we get so it helps to be able to put yourself in their shoes when you get a call from a frustrated broker. The role of a Banking Associate is varied and it involves helping customers with a wide range of queries so it really helps if you are a people person. Some customers will have queries about their mortgage statements, overpayments, direct debits and there are so many different questions so no call is ever the same. A big part of my role is quite simply, problem-solving and for me I make it my business to resolve issues promptly and efficiently, ensuring a whole lot of customer satisfaction. "
Emmanuel, Banking Associate
Flowing into Leadership
"After 18 years in my role, I decided to apply for the Flow Lead position at Virgin Money. Despite my initial nerves about the application process, I found it easy and straightforward. I updated my CV, I submitted my application and was thrilled to receive an interview invitation. The interview, conducted over Teams, was an incredibly supportive experience. My interviewers were lovely and we had engaging and meaningful conversations - They made me feel so relaxed and explained how the interview would go, they would ask a few questions, and I could ask questions too. What helped me in my interview was remembering that the hiring managers are are just people too. My second tip is read the Be The Best You guide as it has our values in and make examples of each one, then you should feel more prepared."
Katherine, Flow Leader
What to expect
Your interview will be conducted virtually and is expected to last around 45 minutes. We'll kick things off with a warm Virgin Money welcome, introducing ourselves and providing an overview of the role and its key responsibilities. We’re excited to learn more about you as we delve into your experience, exploring your CV and application. Next, we’ll ask some value-based questions to gauge your transferable skills, so it’s a good idea to get familiar with the Be The Best You guide shared in your interview confirmation email. During the interview, try and structure your responses thoughtfully so we can draw upon your skills. The STAR (Situation, Task, Action, Result) method works really well and will give you more opportunity to show yourself at your best and demonstrate how you'll fit the role.
Don't forget the little accomplishments that have made a big difference—they’re often easy to overlook but crucial in showing your capabilities. As a Disability Confident Employer, if you need any reasonable adjustments during your interview, please let us know by emailing careers@virginmoney.com
Remember, interviews are a two-way street, so come prepared with questions—we’d be delighted to answer them. We want you excel in your interview, so relax, be yourself, enjoy the experience, and take your time. You've got this!
Communication
Show us your ability to convey information clearly and effectively especially over the phone. This is to ensure customers fully understand their mortgage options and processes
Problem Solving
You'll be assessing customer situations, identifying issues and proposing effective solutions so showcase your adaptability and thinking on your feet
Attention to Detail
Making sure all information and recordings are accurate is a must for this role so if you have a keen eye for detail, let us know
Empathy and Customer Focus
Delivering a seamless and simply brilliant customer experience is a must within our teams. Demonstrate genuine care and understanding to help you thrive