Mortgage Servicing Assistant

KFS Recruitment
Chatham, UK
27 Jul 2019
01 Aug 2019
Contract Type
Full Time
KFS are very pleased to be working with our client based in Chatham, on their search for a Mortgage Servicing Assistant.

Job Purpose

The key purpose of this role is to undertake a range of mortgage related administration activities, in addition to assisting with mortgage administration enquires from customers, solicitors, intermediaries and internal referrals.

The role holder will provide a high level of organisation supporting new tasks that are implemented within the UK and India servicing teams ensuring all activities are completed within the agreed service standards and accounts are administered in a compliant and effective manner.

  • Provide a consistently high quality of customer service to both external and internal customers to improve customer satisfaction and minimise complaints received.
  • Ensure that all assigned tasks and enquires relating to mortgage accounts are dealt with promptly and efficiently to ensure SLAs are met and maintained.
  • Take responsibility for your own work and proactively seek to support other team members in achieving theirs.
  • Work closely with the off shore Mortgage Servicing and Customer Support team to respond to requests relating to mortgage accounts
  • Ensure that customer outcomes, service level and key controls and quality measures meet the required standards in respect to Mortgage Servicing.
  • Be proactive in providing feedback for potential process enhancements to enable an environment of continuous improvement.
  • Contribute to personal performance and development reviews and planning. Fully engage in any personal training and development activity that is agreed.
  • Identify any issues or risks, including potential fraudulent activity, and escalate any concerns to your Line Manager in a timely manner.
  • Participate fully in department and business meetings as requested.
  • Strengthen team spirit by contributing to team initiatives.
  • Participate fully in any project activity to enable implementation of new improvements and initiatives.
  • Ensure all Treating Customer Fairly requirements are met.
  • Ensure all Data Protection Act requirements are met.
  • Maintain the company's compliance standards and own compliance training.
  • Undertake ad-hoc duties as outlined by Line Manager.

  • Previous experience delivering excellent customer service in a team environment is essential.
  • Previous mortgage administration experience is desirable.
  • Previous experience working within the financial services industry is desirable.

  • Knowledge of mortgage servicing processes and activities is desirable.
  • Previous experience of working in a Financial Services/Regulated Industry is desirable.
  • Working knowledge of the Data Protection Act, Anti-Money Laundering, MCOB and MMR is desirable.
  • Good working knowledge of Microsoft Word and Excel is essential.

  • GSCE/GCE qualifications in both Maths and English are essential

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