Completions Consultant Location: Remote (UK residents only) Working Hours: Monday - Friday 09:00 - 17:30 Salary: Competitive plus 25 days holiday and a fantastic range of benefits which can he found HERE About Us At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years. We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference. As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority. What You Will Be Doing The Completions Consultant will play a crucial role in supporting the Completions Team Manager. You will ensure that all financial controls, quality standards, regulatory, responsible lending practices and service requirements are constantly met. This role will deputise for the Completions Team Manager and responsibilities will include overseeing allocation, liaising with treasury on funds, ensuring that all COT's are loaded and mortgage conditions are met before a loan can move to funds requested. You will be responsible for developing and implementing a training programme for new starters in order to get them mandated. As well as the above the individual will be required to own and manage a pipeline of offered cases. Maintaining the highest levels of customer service and quality while continually improving the operational efficiency and service delivery of the department are all key areas of this role. Key Accountabilities Customer and Relationship Management: Responsible for the daily productivity stats ensuring delivery of Service Excellence Ensure the highest quality of processing Certificate Of Title (COTS) Liaise with Third Party Solicitors, valuer's and internal customers to maintain service standards Responsible for supporting any complaints escalated in the team Adhere to the Underwriting Policy and meet the team SLA's and KPI's. Act as an escalation point for the team effectively handling any escalated issues referring to other areas/your line manager People Management : Manage a full pipeline of cases, ensuring service standards are ,met while managing stakeholders expectations Deputise for the Completions Team Manager in leading, motivating and managing team performance Own the training, coaching and identity development requirements of new members of the team Ensure adequate staffing levels and prioritisation of work to achieve performance targets Quality Assurance and Compliance: Work together across the department to ensure overall departmental objective met in terms of quality, service delivery and budget management. Manage daily team workflow's effectively and fairly ensuring highest standard of customer service delivery through effective case allocation Responsibility for a minimum of 50% of the monthly audits undertaken within the team. Report and monitoring of teams performance to demonstrate competency. Monitor the business process to maximise team efficiency, business conversion and process timings Become a point of expertise for the team, advising on technical, product, policy, procedural and customer issues Ensure adequate controls are in place to manage authorisation of cases for funds release. Ensure responsibilities regarding Treating Customers Fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company's internal policies. To ensure that all team members are trained so that all complaints are correctly identified and actioned in accordance with the Complaint Handling Procedures. Experience, Knowledge, Skills Proven experience in a mortgage completions team is essential Leadership, Coaching & Development experience Strong telephone experience, including complaint handling (FPOC) Ability to analyse and provide accurate MI & performance measures Ability to competently use all the systems relevant to the role Ensure key business targets and performance indicators are achieved Good knowledge of residential and Buy to Let underwriting processes Why Join Kensington Mortgages At KMC our employees are the heart of our success. We strive to create a workplaces that promotes professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression