Reports To
Customer Account Servicing Team Manager
Location
Thorpe Park, Leeds 15
Hours of Work
37.5 hours per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role)
Benefits
* 25 days holiday with the option to buy or sell up to 5 days holiday per year
* Birthday off
* Monthly bonus scheme
* Cash healthcare plan
* Auto enrolment pension scheme
* Learning & Development programme
* Life assurance
* Flexible working options
* Volunteering days
* Gym discounts
The Role Overview
We are looking to recruit an additional person to join this well-established team. The purpose of the role is to support the Customer Specialists in the maintenance of lifetime Mortgages post completion. To answer customer and third-party queries to company standards. To ensure all work is completed within company SLA targets.
This role is ideal for a driven individual who is looking for a career in the financial sector.
Key Outputs
* Review further drawdown applications from initial assessment through to offer stage.
* Data Input, including credit & Flood checks & land registry checks.
* Deal with Call transfers from the Customer Support Team and support the Department with overflow calls.
* Manage customer accounts post completion to ensure any additional occupiers residing in the property have completed the relevant waiver as part of our mortgage terms and conditions.
* Instruct Filed Agents to visit the property where applicable.
* Use Artemis to follow up on outstanding tasks regarding occupiers, first death, cash releases, long-term care, and other general queries.
* Request and log receipt of Death certificates accurately.
* Work incoming post for the team.
* Comply with FCA regulations.
* To comply with company standards and policies, e.g. Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.
* Other ad hoc administrative duties as required.
* To take responsibility for ad hoc projects requested by the Team Manager
This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.
The Person Overview
* A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work
* An effective communicator, able to deal with colleagues, customers and third parties in a professional manner which is confident, open and honest
* Must have the ability to prioritise and work to deadlines
* Approachable, organised individual with a proven ability to work using own initiative and take responsibility for their work
* Proactive, self-motivated and positive approach to work
* A high degree of professional integrity
Skills & Experience Mandatory
* Financial Services/mortgage servicing experience
* Excellent customer service and telephone manner
* Excellent administrative skills
* IT Literate
* Excellent attention to detail
* Caring and compassionate nature
* Empathy skills
Desirable
* Experience in dealing with Post completion Mortgages
Qualifications Mandatory
* GCSE (or equivalent) Maths and English grade C or above
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