We require an additional Mortgage Customer Service and Administration Specialist due to the continued growth of the business to join our Operations department as part of the Maturing Loans team dealing with our customers as their mortgages approach the end of their term. We are a leading 3rd party Mortgage Servicing company specialising in the buy to let mortgage sector offering a Mon to Fri 9 am to 5pm working week, competitive salary plus bonus up to 15% of salary and a full benefits package plus 25 days holiday. The Customer Service Specialists deal with all aspects of administration and customer liaison relating to existing mortgages which are approaching maturity as part of the wider operations team and so we can offer the potential to grow and develop within the business.
The Maturing Loans team handle 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. The main focus of the role is to deal with all aspects of administration procedures relating to existing loans and the associated customer service.
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.
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.
Check daily, weekly and monthly reports to identify errors and possible problems.
Adhere to all 3rd party servicing agreements and SLAs, to avoid financial penalties.
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 Operations team within the Maturing Loans section, you should have previous mortgage customer service, administration, sales or operations related experience and be seeking a fresh challenge within a well established company. 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 the key skill is to have previous mortgage customer service and client liaison skills both over the phone and in written correspondence. In return we can offer a generous starting salary plus annual bonus scheme, Mon to Fri 9 – 5pm working hours, 25 days holiday.
We are currently working remotely and will conduct the interview and training programme remotely too.
Please submit your CV asap for immediate consideration.
Salary: £25k - 30k per year + plus benefits
Contact: Louisa Leyland
Telephone: 01276 605000