Job Summary
The role will work closely in conjunction with the Head of Home Finance Underwriting, Completions Support Administrators and Pre-Offer Teams to support the smooth transition of Home Finance applications through the process with specific responsibility for the overview of the completion stage. Support the team in managing the overall customer journey, conversations and communications with brokers, Solicitors, and internal colleagues effectively.
Key responsibilities
* Effectively manage resource in relation to team attendance ensuring operational capacity is optimised.
* Manage effective operations in Post offer telephony in line with agreed KPI's.
* Use management information, to proactively monitor and manage productivity and efficiency across the Team.
* Ensuring that team members are appropriately cross skilled and trained to carry out all responsibilities for completions, valuations, Finance and offer details, mailbox management, tracking of SLA's, workflow.
* Instigation and undertaking of any investigations concerning customer or broker complaints.
* Provide constructive feedback, training and guidance to Completions Support Administrators when reviewing cases.
* Ensure the team are clear and articulate in telephone conversations and written communication with solicitors and brokers to provide a logical rationale for the decision being conveyed or rationale for additional information being requested to support the overall completions service proposition.
* Hold regular and documented update meeting with external solicitors to ensure processes between firms remain consistent and customer focused.
Skills required
* Knowledge of the UK Home Finance and conventional home finance market, ideally with a background in completions
* Experience of leading, coaching and developing a team is highly desirable
* CeMAP qualification or equivalent would be advantageous
* Knowledge of the Broker market
Additional Details
The typical benefits include:
* 25 days holiday entitlement increasing with service
* Pension plan
* Private medical insurance
* Dental cover
* Income protection
* Life assurance
* Employee referral bonus
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