Mortgage Customer Services Consultant

We are a successful, well established Buy to Let Mortgage organisation and having successfully recruited into our Mortgage Servicing team during 2023, we now have an additional vacancy as the business continues to grow. We are seeking a candidate with proven Mortgage Customer service experience from a mortgage servicing, mortgage administration, mortgage arrears or high street banking role that involves Mortgage Customers and direct client contact/support after the completion of the customers mortgage.
The opportunity is based at our modern refurbished Fleet Head Office and you would be working the hours of 9am – 5pm, offering excellent benefits and an attractive salary of up to £35k. You will receive 25 days’ holiday, non-contributory pension, discretionary annual bonus up to 15% of salary, private healthcare, life assurance and income protection. We can offer a hybrid working scheme after completion of your 3 month probationary period.
We are an award winning and growing financial services organisation specilaising in the mortgage buy to let sector. We are a leading Buy-to-Let mortgage provider with one of the most experienced management teams in UK lending. The role offers an excellent opportunity to join our successful team and further your mortgage based career as we promote from within and can offer career development.
This role is a mixture of administration and customer service support within the post completions mortgage team. The overview of the role is to provide a professional, efficient, courteous service to all customers and third parties. Deal with all aspects of administration procedures relating to existing loans including queries both by telephone and in writing and handle all processes with accuracy and within agreed timescales ensuring you are working within regulatory and compliant guidelines.
Reporting to the Team Leader and working alongside a team of Mortgage Servicing Specialists, the responsibilities will involve:

• Work to agreed objectives, service standards and deliverables.
• Ensure relevant documentation and information received is checked for adherence to policy and criteria.
• Deal with queries and enquiries effectively, accurately, and professionally, delivering excellent customer service.
• Provide a prompt reply to all written correspondence.
• Contact customers to professionally and effectively maximise the collection of late payments and recovery of arrears, to bring accounts up to date.
• Develop positive working relationships with colleagues.
• Adhere to internal/external compliance, credit review and audit requirements.
• Apply all aspects of the desired consumer outcomes of Treating the Customer Fairly (TCF).
• Use initiative to resolve queries outside own area of expertise.
• Train and mentor new team members.
• Take responsibility for your own learning and development.
• All other associated duties and responsibilities and carry out any tasks as required by management.

To be successful for the Mortgage Servicing role, you must have previous mortgage based customer service experience, ideally post completion and including some arrears experience too. Excellent communication skills, both written and verbal are essential as is knowledge of the mortgage sector from your current or a previous role. You will be PC literate with knowledge of Microsoft Office products. A CeMAP qualification would be welcomed but is not essential and we can offer study support if this is of interest. We operate a part home/part office working arrangement once trained and can offer the chance to progress and develop your career. We offer a generous starting salary plus annual discretionary bonus and a full benefits package
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Please submit your CV asap for immediate consideration.