Mortgage Servicing Specialist

The Opportunity

Bluestone Mortgages is a fast growing, dynamic, customer focussed, complex credit lender, focused on supporting disenfranchised customers to achieve their dreams of home ownership. We are on a mission to become the best complex credit lender in the UK and we're looking for people who are passionate about supporting customers. As well as people who are ambitious, creative and resourceful to help us grow and support an ever increasing demand for our products and services.

We balance technology with personable and empathic people to create a powerful force in the intermediary mortgage market, utilising a holistic approach to assessing our customers' circumstances to ensure we give credit where credit is due.

If you're willing to roll up your sleeves, contribute to new ideas and believe anything is possible, you're our kind of person!

The Role & Responsibilities

The Mortgage Servicing Specialist uses their knowledge and experience to manage complex customer enquiries and, where customers are struggling to perform in line with their obligations under the mortgage, to ensure fair customer outcomes are achieved.

Core responsibilities

• Manage customer enquiries and requests in a professional manner.
• Undertake appropriate outbound contact to customers experiencing payment difficulties (or otherwise in non-compliance of the mortgage terms and conditions) to understand their circumstances and agree appropriate forbearance.
• In situations where forbearance has been exhausted, take appropriate action and oversee litigation, sale out of possession and the appointment of receivers.
• Consider options for the recovery of a shortfall following sale out of possession, including the consideration of professional negligence.
• Liaise with and oversee the performance of our third party service providers, including acting as a mandated decision maker and performing quality reviews.
• Manage vulnerable customers in line with company policy.
• Manage complex enquiries and oversee key processes.
• Maintain accurate and complete customer records, including detailed rationale to support decision making and outside mandate approvals.
• Administer account changes in line with procedures.
• Effectively manage allocated tasks to ensure all mortgage accounts are administered in a timely manner.
• Ensure all work is completed to a high standard and in compliance with all relevant legal, regulatory and internal policy & procedure requirements
• Support and mentor less experienced colleagues.
• Support the team to meet/exceed set standards through achieving agreed performance objectives and key performance indicators.
• Assist in the creation, review and improvement of existing policies, procedures, written correspondence and system solutions
• Work in partnership with other departments in Bluestone to meet business objectives
• Adhere at all times to the principles of Treating Customers Fairly
• Working in line with Company and legislative requirements in Health, Safely & Welfare for both self and others

The Person

Skills & Requirements - Essential and Desirable

• Experience of working vulnerable customers
• Experience within Collections and Recoveries
• Understanding of DPA/GDPR principles
• Strong people and customer service skills
• Strong communication skills (written and oral)
• MS Office and/or Google experience
• Good organisational and administrative skills with a proven ability to prioritise tasks
• Adaptability and flexibility
• Able to work to tight deadlines
• Team player

Reward

Your Wellbeing - we take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Contributory pension scheme & death in service

Your lifestyle - it is important that you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.

• Competitive Salary
• 26 day's annual leave
• Pension
• Hybrid Working
• Offices in London and Sheffield
• Positive and supportive environment