Loan Manager

Loan Manager

Bridging & Buy to Let - Specialist Mortgages

London

HYBRID

We are currently working with a City based Lender, who specialise in BTL Mortgages and Bridging Finance, on their search for a Loan Manager to join the growing team.

The Loans Manager is responsible for managing customer enquiries relating to the servicing and management of their specialist mortgage product.

Key Responsibilities:

• Confidently acting as the SME and the first point of contact, drawing upon knowledge of the industry and internal processes and procedures, for all servicing matters raised by customers, brokers, and internal colleagues.
• Accurately managing and processing requests from customers including varying agreement(s) (i.e. product switch(es)), consent to lease or part release of security application(s).
• Precisely maintaining an accurate pipeline of customer enquiries, acting as the customer’s point of contact for their application(s) and providing regular updates to the customer, or their appointed representative including their enquiry status and decision in line with internal SLAs.
• Adhering to the Group’s internal complaints processes and procedures and confidently managing complaints in line with SDR protocols and/or escalating where applicable.
• Appropriately managing and processing customer enquiries in accordance with the Group’s policies and procedures, obtaining appropriate sign off from 2nd line/underwriting where required.
• Actively strive and work towards obtaining a decision mandate to authorise and approve customer enquiries without the requirement for referral to underwriting or credit.
• Maintaining a polished and comprehensive knowledge of the team’s procedures and policies, acting as an escalation point for Loan Administrators and Loan Officers within the team, escalating to and/or notifying the Team Manager when necessary.
• Actively monitoring cases for early warning indicators and breaches, completing accurate referrals where required to credit and business support and/or escalating concerning cases in accordance with Group Policy.

Skills and experience:

• Hold at least 5 GCSEs including English and Maths (or equivalent) at least Grade C (or equivalent) or above.
• Demonstratable experience operating at a mid-senior level in mortgage servicing within the Financial Services sector is essential.
• Respectable knowledge of regulatory and legal requirements is essential.
• Experience of operating within a collections/payment support experience would be advantageous.
• Demonstratable experience operating in a similar environment with a lending mandate is desirable.
• Demonstratable experience acting as a subject matter expert including mentoring and supporting junior colleagues would be advantageous.