Reports To Customer Account 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 Responsible for managing and maintaining post completion lifetime mortgage customer accounts. To assess mortgage applications from existing customers who want further borrowing or to move home, in addition to other post completion queries. Providing the highest level of customer service and ensuring all queries are actioned within agreed service levels. Key Outputs Deal with inbound & outbound Customer Account post completion calls. Take full case ownership of applications from existing customers moving home from enquiry to completion. Underwrite additional lending applications Underwrite post completion valuation reports and prepare offers with the relevant special conditions added. Accountability for own underwriting decisions. Deal with any post completion changes to the property i.e. part sale of land or adding or removing a borrower. General maintenance of customer accounts ensuring that all client file notes are always complete and up to date. Uphold the core values of Pure Retirement. Liaise with valuers, solicitors and intermediaries as appropriate. Ensure that all business written complies with the Company’s and funder’s lending criteria. Adhere to all anti-money laundering, data protection and other regulatory requirements. Ensure all applications comply with Equity Release Council Guidelines. Report any concerns to Team Manager. Contribute to the development of Company’s TCF policy and T&C regime. Other ad hoc duties as required. The Person Overview A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work. Must have the ability to prioritise and work to strict deadlines. An approachable, customer service focused individual who has good technical ability, shows excellent attention to detail and a proven ability to work using own initiative. An adaptable person who is able to deal with changes in processes & criteria on a regular basis. The individual should be a team player with excellent customer focus, and an effective communicator. They should also be able to handle sensitive issues in a sympathetic and professional manner. Skills & Experience Mandatory Analytical and methodical thinking Excellent customer service skills and telephone manner Excellent empathy skills and caring compassionate nature Good technical ability Good decision making skills Excellent organisation skills and ability to prioritise workload Desirable Previous experience in equity release 12 Months experience in Underwriting or Advisor Role Good knowledge of post completion underwriting and processes Qualifications Mandatory Grade C or higher in Maths & English GCSE or equivalent Desirable CeMap CeRER