Bristol | England | United Kingdom
Description of business unit
Service and Operations department are responsible for the end to end processing of all new and existing mortgage business.
The department operates in an environment which is subject to rapid change, increasing competition, stretching service targets, constant and significant fluctuation in mortgage business volume.
Reporting to the Team Leader, the job exists to support the UK Mortgage proposition in the processing of low risk mortgage applications through to mortgage offer.
Purpose of the Role
The job holder will be responsible for accurately processing all pre or post offer business through to fund release and completions, whilst meeting stringent legal, regulatory, compliance and audit requirements.
Service - To deliver a consistently high level of service in line with departmental priorities along with liaising with customers, Intermediaries and Underwriters to ensure that the mortgage application is fully packaged for offer production. Accurately instruct valuations, and LMS solicitors, leading up to and completing the process of all types of Mortgage application submitted from receipt of Mortgage application through to offer production, within permissions and also to ensure that excellent customer service is provided to all customers, internal and external. Process applications within service standards, to proactively and professionally communicate with customers and keep them informed of all aspects of processing the business Recognise where service and cost improvements can be made.
Regulatory & Operational Risk Controls - To validate income using pay slips/P60 or employer's references this includes the task of validating expenditure through cross referencing declared/identified outgoings with credit agency. It is imperative that you ensure adherence to the banks credit policy. The successful candidate must also adhere to and understand the implication and impact of activities relating to all compliance and regulatory requirements, other tasks are to keep up to date knowledge of Anti Money Laundering policy and to understand personal as well as Company responsibilities, including understanding the implications of failure to comply. You must meet & adhere to all Mortgage Regulation requirements in line with FCA guidelines. Ensure understanding of implications where failure to comply, understanding the implication and impact of the role activities in respect of Treating Customers Fairly, to ensure fair outcomes for consumers, lastly the successful candidate must ensure adherence to internal policies and procedures and compliance/Fraud Prevention processes ensuring that the unit operates in a legal and compliant manner.
Planning - Effectively manage a case load of pre offer cases from application to fully packaged. Ensure all documents have been received and that the valuation report has been keyed correctly and meet the Loan to Value required for the product chosen. Effectively chase outstanding documents to enhance the Customer Journey.
What is the opportunity?
Mortgage Services and Operations are a critical team within the Retail UK Mortgage Operations.
You will be joining a department which is undergoing transformation to serve the customers brilliantly and grow sustainable profits.
Opportunity to develop you skills and knowledge within the Retail UK Mortgage Business
5 GCSE's grade C or above including Maths and English or equivalent
Essential Skills & Experience
Excellent understanding of Mortgages and Mortgage Regulation
High level of problem solving and decision making
Excellent verbal, written Customer Service and Telephony communication Skills
The ability to meet and exceed challenging targets while working well under pressure
Excellent Organisational and Time Management skills
Excellent PC skills and attention to detail
Desirable Qualifications, Skills & Experience
The jobholder must have a flexible approach to the hours worked to meet fluctuating business needs and volumes
Highly developed communication skills which will include excellent verbal and written communication skills.
Deliver a consistently high level of service in line with departmental priorities to enable us to deliver good outcomes for the customer
To understand all activities relating to all compliance and regulatory requirements to ensure fair outcomes for customers.
Working in line with The Group Values
Customer Focused - 1. Self
One Group, one team - 1. Self
Agile - 1. Self
Accountable - 1. Self
Champion Transformation - 1. Self
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