Mortgage Post-Completion Customer Service Officer

Summary

Join Real Life Lending as a Customer Service Officer and become the primary point of contact for existing mortgage customers. You will handle inquiries, process amendments, and provide guidance on mortgage-related matters. Excellent customer service and sound decision-making are crucial, adhering to Treating Customers Fairly principles. Responsibilities include accurate note-taking, maintaining customer accounts, and meeting productivity standards. You will also actively participate in departmental meetings and demonstrate a thorough understanding of relevant regulations. This role requires experience in secured lending or the mortgage market and familiarity with the Land Registry.

Requirements

• Post completion, customer service experience within the secured lending or residential or commercial mortgage market
• Experience of the Land Registry of England & Wales and the Registers of Scotland and conveyancing activities
• Understanding of the regulatory environment and in particular, Treating Customers Fairly
• PC skills including MS Excel and Word
• Excellent communication skills
• Attention to detail
• Planning and problem solving skills

Responsibilities

• Be the first point of contact for existing customers, dealing with enquiries, processing amendments and providing assistance and guidance as required on mortgage related matters
• Provide excellent customer service to all customers and sound decision making when managing these customers by considering the full range of support options available
• Demonstrate a knowledge of Treating Customers Fairly (TCF)
• Take notes, capturing customers’ requests and enquiries accurately
• Maintain productivity levels within acceptable department standards
• Minimize repetitive customer enquiries by adopting a ‘getting it right first time’ approach
• Adhere to and achieve Service Level Agreements
• Work within allocated mandate and escalate when appropriate
• Actively participate in and contribute to departmental meetings including making suggestions to improve processes or (where applicable) amend policy
• Demonstrate a full understanding of regulation as it affects the management of customer accounts
• Maintain continued adherence to the company’s training and monitoring programme which includes, Anti Money Laundering/Financial Crime, Treating Customers Fairly, Anti Bribery and Corruption
• Follow and adhere to relevant processes and procedures, within their mandate, when handling customer inquiries
• Deal directly with customers via telephone, correspondence (postal or electronic), responding promptly to customer inquiries on account amendments, balances, redemptions requests, title deeds, transaction details, statements and fees and charges
• Maintain customer accounts, keeping accurate records of actions taken

Preferred Qualifications

Experience of liaising with third parties such as solicitors

Benefits

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service
• Competitive Salary
• 25 day’s annual leave
• Pension and healthcare
• Flexible working hours
• Hybrid Working
• Modern offices in Glasgow
• Positive and supportive environment
• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done