Mortgage Servicing Team Leader

Ultimate Banking Ltd
17 Nov 2019
23 Nov 2019
Contract Type
Full Time
Our client, a market leader in Mortgages and Savings have an exciting opportunity for an experienced mortgage professional to join their servicing team. You will be managing a team of 10, consisting of Mortgage Servicing Assistants and Securities Officers, completing performance management and development. This will include both a UK based team and an overseas team.

Duties include: -
  • Responsible for the management and service delivery of the UK Mortgage Servicing team.
  • Ensure that the Mortgage Servicing team provide a consistently high quality of customer service to both external and internal customers to improve customer satisfaction and minimise complaints received.
  • Be the escalation point to answer and address technical and complex queries from customers, staff and third parties.
  • Ensure that all enquiries relating to mortgage servicing consisting of residential, buy to let and specialist BTL mortgage accounts are dealt with promptly and efficiently and in accordance with the Bank's service standards and policies.
  • Monitor and manage workflow queues to ensure SLA's are met and ensure quality standards are regularly tested and maintained.
  • Review processes ensuring that they are well documented, customer focused and efficient.
  • Ensure department procedures and associated manuals are easy to understand, compliant, approved and up to date.
  • Prepare regular MI reports around key updates, issues and achievements for the Mortgage Servicing team.
  • Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.

The successful candidate will have: -
  • Previous line management experience is essential, ideally with exposure to remote/overseas team management.
  • Strong stakeholder management experience.
  • Process improvement/review/change experience.
  • It would be highly advantageous to have worked within a Mortgage based role i.e. servicing team/underwriter or completions.
  • Banking/Financial Services experience is essential.