Customer Service Support Specialist – Mortgage Sector

Job Description:

We have continued to recruit throughout the last 12 months due to growth and internal promotions and we now require an additional Mortgage Customer Service Support Specialist within our Maturing Loans Operations team due to internal promotion. We are a leading Mortgage company specialising in the 3rd party buy to let mortgage servicing sector. You will be working Mon to Fri 9am to 5pm with free parking, 25 days holiday, pension, healthcare, discretionary annual bonus up to 15% of salary and additional benefits with a salary of up to £28k. We will continue to grow in 2021 and build upon our successful recruitment drive from 2020 and are a successful and stable company. You will be part of our busy operations support team who deal with all aspects of administration and customer liaison relating to existing loans which are approaching maturity. This includes handling borrowers queries both by telephone and in writing within a specified case load and handle all processes with consistent accuracy, while working within tight time scales. Ensuring the end of term process runs smoothly, dealing with any arrears or outstanding monies owed at the end of the mortgage term.

You will provide a prompt and comprehensive telephone response to all customer queries.

Provide a prompt reply to all written customer correspondence.

Communicate with the customer in a manner that is fair, clear and not misleading.

Take ownership of case load any queries that arise from this and ensure these are investigated. Refer queries as appropriate and ensure all queries are placed with the correct department.

Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties.

Prepare accounts for weekly Loss Mitigation Committee.

Identify a possible complaint case and strive to satisfy customer grievance promptly.

Liaise with the other departments within the Company to ensure optimum service for the borrower and to minimise risk for the Company.

Adhere to all 3rd party servicing agreements and SLAs, to avoid financial penalties.

Observe proper standards of market conduct

Carry out all activities within agreed service levels.

Undertake any other duties required to fulfil the role.

To be successful as one of our Mortgage Customer Service Specialists within the Maturing Loans team, you should have previous mortgage customer service and/or administration experience. Any experience within mortgage or other financial services arrears or collections disciplines would also be useful to understand our customers needs. The ability to offer the highest levels of customer service and professionalism via phone and written correspondence with experience of working as part of a busy customer service team and KPI’s. You should be keen to continue your career within the mortgage sector for a company who can offer growth and development. You should have strong PC skills and be educated to GCSE Grade C or equivalent in Maths and English.

You should be an accurate administrator but also have very strong telephone customer service and client liaison skills both over the phone and in written correspondence. In return we can offer a generous starting salary up to £28k plus discretionary annual bonus scheme, Mon to Fri 9 – 5pm working hours, 25 days holiday and a full benefits scheme. At present we are working from home but will be returning to our Head Office in Fleet when it is safe to do so.

Please submit your CV asap for immediate consideration.

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