Job Description

Within this role you will be responsible for management and servicing of mortgages including day to day management of customer accounts, compliance and adherence with regulatory and legal requirements and ensure customer records are maintained and updated. You will also carry out in depth analysis of customers financial circumstances to ensure that genuine financial hardship/ vulnerable cases are dealt with in accordance with Company procedures

What will you be doing?

• Managing and processing of correspondence received
• Resolving customer queries and requests in line with agreed timelines
• Processing of amendments to customer mortgages including legal process e.g. Contract variations – corresponding with customer and solicitors
• Daily Banking - processing of daily transactions including allocation of payments
• Redemptions – closure of customer accounts including release of security
• Direct Debit - set up and daily processing
• Collection of early arrears including high level of telephone calls with customer and written communication in order to engage and apply appropriate forbearance solution
• Account Management and responsibility of own arrears account caseload including relationship building with customers
• Complex Arrears – management of difficult cases including litigation consideration for escalation to Late Arrears Team
• Identifying, logging and handling of vulnerable customers appropriately and in line with Company policy and procedures

Required Knowledge, Skills, and Abilities

Previous Contact Centre experience and financial services background. Good understanding of UK Mortgage markets and Regulatory. Computer Literate – knowledge of word and excel. Excellent communication skills. Excellent time management skills. Strong negotiation skills. Customer Centric approach. Excellent attention to detail. Mortgage servicing background preferred but not essential.