Location: Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.
Employment type: Full-time, 18 Month Apprenticeship
Salary: £18,500
Working hours: 35 hours per week, worked flexibly.
Reports to: Senior Mortgage Administrator
Direct Reports: None
The Organisation
Leek Building Society is an award-winning, highly admired, local mutual building society that is owned and trusted by its members. We were ranked in the top 10 of UK employers in the Inspiring Workplaces Awards 2024, and are on a mission to become even stronger. We are a great place to work, with an exceptional culture; in a recent staff survey, 97% of colleagues said that they were proud to work for Leek Building Society. We have been crowned as Staffordshire's Employer of the Year for 2023, and have been recognised as having the best approach to health & wellbeing in the UK in the 2023 CIPD awards. We are also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best. You will be joining the business at a fantastic time of growth, with a transformational investment in our systems, people, and processes to put our customers at the heart of everything we do.
Job Purpose & Scope
To work as part of the Mortgage Servicing Team with responsibility for ensuring mortgage accounts are administered accurately, in a timely manner, and in line with the Society's policies/procedures. All activities must be delivered whilst offering exceptional levels of customer service. The role holder will challenge processes with a view to improving customer outcomes and business efficiency.
During your employment, you will complete the Level 3 Mortgage Adviser Apprenticeship and gain a CeMAP qualification.
Duties and Key Responsibilities
Administer the completion of mortgage accounts:
* Process Certificates of Title ensuring completions happen in a timely manner.
* Process all offered mortgage applications through to completion stage, producing and authorising any documentation to be released to the borrower/solicitor/introducer.
* Liaise with legal professionals to ensure outstanding mortgage conditions/queries are satisfied prior to completion.
* Authorise the release of advance monies ensuring that all information and relevant documentation is accurately completed in line with authority levels.
* Manage post-completion queries.
* Reverse mortgage advances when delays in completion or cancellations occur, ensuring that all necessary adjustments are made within service levels.
* Carry out reconciliations as required in relation to mortgage monies released, investigating any anomalies and completing any adjustments.
Administer existing borrower variation applications:
* Administer product transfers, term and repayment method changes for existing borrowers.
* Checking eligibility and issuing binding mortgage offers of variation.
* Maintaining records for Management Information.
* Liaising with customers/brokers to ensure documentation is received within designated timelines ensuring the best customer outcomes.
* Updating payments and managing documentation/correspondence to the customer.
Make changes to existing mortgage accounts:
* Administer requests to make changes to accounts including registration of deaths/marriages, name, and address changes.
* Administer mortgage payments including capital repayments, card payments, refunds, cheques, and direct debits, including rejected items on suspense accounts.
* Produce/check redemption statements ensuring penalties and charges are accurate.
* Administer redemptions.
* Check interest/repayment calculations following interest rate changes due to product anniversaries/expires.
Communications:
* Effectively manage telephone calls from internal/external customers, meeting service standards and resolving queries independently where appropriate. Building relationships and providing exceptional customer service through all interactions.
* Assess and action correspondence received in line with service standards.
* Effectively manage ad hoc communications from 3rd parties and customers such as second mortgage questionnaires, notices of second charges, certificates of interest.
* Assist with the production of annual mortgage statements, rate change mailings, and ad hoc communications, investigating and correcting any errors before arranging for external printing and dispatch.
Systems:
* Assist with the testing of any new software releases and identify solutions to any system-based problems, logging errors with the system provider.
* Make account amendments including interest controls, repayments, account types.
* Review and action exception reports on an ad hoc basis.
MI:
* Assist with the preparation of relevant MI for own area of work as required.
* Help to embed change including new processes, procedures, and systems updates and to provide feedback and suggestions for process improvements.
Risk:
* Identify and mitigate as appropriate, all business risks in relation to own business area and to ensure that risk events are recorded as required.
Apprenticeship
* Attending scheduled training sessions and workshops to gain knowledge and practical skills relevant to Financial Services.
* Engaging in independent learning through online courses, textbooks, and other educational resources to supplement formal instruction.
* Completing assignments and projects that demonstrate understanding and application of relevant concepts.
* Participating in study groups and discussions to enhance collaborative learning and problem-solving abilities.
* Regularly consulting with mentors and supervisors to receive feedback and guidance on technical and professional development.
Carry out any other duties as may reasonably be required including providing cover for colleagues when necessary.
Person Specification
Qualifications & Knowledge
* A good level of numeracy and literacy is essential.
* A minimum of five GCSEs with grades 9 to 4 (A* to C), including English and maths.
Experience
Experience of a customer service environment.
Skills & Abilities
* Proficient user of Microsoft Office, Excel, Outlook, and PowerPoint.
* Able to demonstrate organisational and prioritisation skills.
* Effective communicator (written and verbal) ensuring accuracy and professionalism.
* Ability to work as part of a team and on own initiative to achieve common goals, contributing to positive team morale.
* Able to build effective working relationships with key stakeholders.
* A consistent friendly approach to customers whilst promoting a professional image of the department and ultimately the Society.
* Ability to work with a high level of accuracy and attention to detail.
* Supports wider teams to achieve objectives - willing to offer assistance to other business areas where required.
* Uses own judgement to solve day-to-day problems and takes ownership of complaints/issues and aims to resolve.
* Resilient in changing and demanding circumstances.
* Identifies process improvements to enhance customer service and business efficiencies.
Other Requirements
* Flexibility around working hours and Saturday mornings are required on occasions.
* A Basic DBS check will be undertaken upon an offer of employment.
What benefits are on offer:
* Competitive salary rates
* 35 hour working week (full-time)
* Contributory Stakeholder Pension Scheme
* Free health screening
* Minimum of 23 days paid holiday per annum plus bank and public holidays
* Parental Schemes
* Sick Pay guaranteed for 6 months for major illnesses
* Holiday purchase/sale scheme
* Life assurance of 4 times your annual salary
* Employee assistance programme
* Continuous development opportunities
* We are open to discussing working flexibly
* Onsite gym available to employees
If the above sounds like something you would thrive at, we would love to hear from you.
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