Job Title: Mortgage Services Consultant Location: Fleet/Cardiff The role This is a varied role, dealing with all aspects of our post completion administration procedures relating to existing loans including queries both by telephone and in writing. You will handle all processes with accuracy and within agreed timescales in a compliant manner and in line with regulatory guidelines. Key Outputs & Responsibilities Work to agreed objectives, service standards and deliverables Ensure relevant documentation and information received is checked for adherence to policy and criteria Deal with queries and enquiries effectively, accurately, and professionally, delivering excellent customer service Provide a prompt reply to all written correspondence Develop positive working relationships with colleagues Adhere to internal/external compliance, credit review and audit requirements Apply all aspects of the desired consumer outcomes of Treating the Customer Fairly (TCF) Use initiative to resolve queries outside own area of expertise Train and mentor new team members Take responsibility for your own learning and development All other associated duties and responsibilities and carry out any tasks as required by management Qualifications & Experience Proactive, flexible, and willing to take on new aspects of the role as the Company evolves and also help out other teams Excellent communication skills, both written and verbal PC literate with a good knowledge of Microsoft Office products including Word, Excel and Outlook Proven experience of mortgage administration and customer service is essential Previous experience of the following would be an advantage but is not essential: Arrears’ collection Mortgage securities / title experience Option to study CeMAP