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Ultimate Banking is excited to partner with a prestigious financial services organisation based in Bath, Somerset, in their search for a Senior Mortgage Services Officer. This vital role requires a candidate who possesses experience in mortgages specifically within the residential mortgage sector process, but who will also take responsibility for processing applications from offer to completion as well as dealing with all changes during the lifecycle of the mortgage, right through to redemption. You will play a key part in helping the organisation achieve its goals while enhancing the experience for their customers.
Responsibilities of the Senior Mortgage Services Officer• Support customers with advice and guidance to enhance their understanding of their mortgage agreements and obligations.• Maintain accurate records and provide reporting as necessary to ensure compliance and best practices.• Collaborate with internal teams and external partners to optimise the mortgage services process.• In the Team Leader’s absence, to plan resource in the team and manage SLAs• Manage customer accounts in arrears, ensuring timely and effective communication to resolve outstanding mortgage issues. These will be new arrears cases and the process can be trained. • Conduct thorough investigations and address complaints related to mortgage completions and collections.• Review and implement strategies to mitigate risk and improve recovery rates for all arrears cases.
The successful candidate will have:• Proven experience in collections and customer service within the residential mortgage field.• Strong understanding of mortgage processes, regulations, and compliance matters.• Excellent communication skills, both verbal and written, to effectively handle customer complaints and inquiries.• Ability to work efficiently both independently and within a team environment.• Strong organisational skills with a keen eye for detail to manage multiple cases effectively.• Problem-solving mentality with a focus on proactive customer engagement and relationship management.• Able work in the Bath head office full time during probation, then hybrid 2 days in the office.
This position offers numerous benefits, including a minimum of 25 days of annual holiday, a competitive pension scheme with employer contributions, access to a medical cash plan, an annual bonus, and life insurance coverage from day one. You will also enjoy the perks of the Wider Wallet Employee Discounts Portal, enhancing your financial well-being further. If you are an experienced collections professional ready to take the next step in your career, we encourage you to apply today and explore this exceptional opportunity!
