Location: Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.
Employment type: Full-time, permanent position.
Salary: £22,958
Working hours: 35 hours per week, worked flexibly.
Reports to: Mortgage Servicing Manager
Direct Reports: None
The Organisation
Leek Building Society is an award winning, highly admired, local building society that is owned and trusted by its members.
Were a great place to work, with an exceptional culture, but dont just take our word for it. We ranked in the top 10 of UK employers, and the top 100 of global employers in the Inspiring Workplaces Awards 2024, and were on a mission to become even stronger.
Were also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.
Youll be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do.
Job Purpose & Scope
To work as part of the Mortgage Servicing Team with responsibility for ensuring mortgage accounts are administered accurately, in a timely manner, and in line with the Societys policies/procedures. All activities must be delivered whilst offering exceptional levels of customer service. The role holder will challenge processes with a view to improving customer outcomes and business efficiency.
Duties and Key Responsibilities
Administer the completion of mortgage accounts:
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Process Certificates of Title ensuring completions happen in a timely manner.
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Process all offered mortgage applications through to completion stage, producing and authorising any documentation to be released to the borrower / solicitor / introducer.
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Liaise with legal professionals to ensure outstanding mortgage conditions/queries are satisfied prior to completion.
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Authorise the release of advance monies ensuring that all information and relevant documentation is accurately completed in line with authority levels.
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Manage post completion queries.
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Reverse mortgage advances when delays in completion or cancellations occur, ensuring that all necessary adjustments are made within service levels.
- Carry out reconciliations as required in relation to mortgage monies released, investigating any anomalies and completing any adjustments.
Administer existing borrower variation applications:
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Administer product transfers, term and repayment method changes for existing borrowers.
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Checking eligibility and issuing binding mortgage offers of variation.
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Maintaining records for Management Information.
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Liaising with customers/brokers to ensure documentation is received within designated timelines ensuring the best customer outcomes.
- Updating payments and managing documentation/correspondence to the customer.
Administer existing mortgage accounts.
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Administer requests to make changes to accounts including registration of deaths/marriages, name, and address changes.
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Administer mortgage payments including capital repayments, card payments, refunds, cheques, and direct debits, including rejected items on suspense accounts.
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Produce/check redemption statements ensuring penalties and charges are accurate.
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Administer redemptions.
- Check interest/repayment calculations following interest rate changes due to product anniversaries/expiries.
Communications:
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Effectively manage telephone calls from internal/external customers, meeting service standards and resolving queries independently where appropriate. Building relationships and providing exceptional customer service through all interactions.
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Assess and action correspondence received in line with service standards.
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Effectively manage ad hoc communications from 3rd parties and customers such as second mortgage questionnaires, notices of second charges, certificates of interest.
- Assist with the production of annual mortgage statements, rate change mailings and ad hoc communications, investigating and correcting any errors before arranging for external printing and dispatch.
Systems:
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Assist with the testing of any new software releases and identify solutions to any system-based problems, logging errors with the system provider.
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Make account amendments including interest controls, repayments, account types.
- Review and action exception reports on an ad hoc basis.
MI:
- Assist with the preparation of relevant MI for own area of work as required.
Change:
- Help to embed change including new processes, procedures, and systems updates and to provide feedback and suggestions for process improvements.
Risk:
- Identify and mitigate as appropriate, all business risks in relation to own business area and to ensure that risk events are recorded as required.
Other:
- Carry out any other duties as may reasonably be required including providing cover for colleagues when necessary.
Person Specification
Qualifications & Knowledge
- A good level of numeracy and literacy is essential.
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Knowledge of Lending Policy is desirable (training will be provided).
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Knowledge of Activate, CSR and MSO systems is desirable.
- Knowledge of financial services is desirable.
Experience
- Experience of a customer service environment is essential.
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Experience of working in an administrative role is desirable.
- Experience of working in a mortgage environment is desirable.
Skills & Abilities
- Proficient user of Microsoft Office, Excel, Outlook and PowerPoint.
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Able to demonstrate organisational and prioritisation skills.
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Effective communicator (written and verbal) ensuring accuracy and professionalism.
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Ability to work as part of a team and on own initiative to achieve common goals, contributing to positive team morale.
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Able to build effective working relationships with key stakeholders.
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A consistent friendly approach to customers whilst promoting a professional image of the department and ultimately the Society.
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Ability to work with a high level of accuracy and attention to detail.
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Supports wider teams to achieve objectives - willing to offer assistance to other business areas where required.
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Uses own judgement to solve day to day problems and takes ownership of complaints/issues and aims to resolve.
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Resilient in changing and demanding circumstances.
- Identifies process improvements to enhance customer service and business efficiencies.
Other Requirements
- Flexibility around working hours and Saturday mornings may be required on occasions
- A Basic DBS check will be undertaken upon an offer of employment.
What benefits are on offer:
- Competitive salary rates
- 35 hour working week (full-time)
- Contributory Stakeholder Pension Scheme
- Free health screening
- Minimum of 23 days paid holiday per annum plus bank and public holidays
- Parental Schemes
- Sick Pay guaranteed for 6 months for major illnesses
- Holiday purchase/sale scheme
- Life assurance of 4 times your annual salary
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Employee assistance programme
- Continuous development opportunities
- Were open to discussing working flexibly
- Onsite gym available to employees
If the above sounds like something youd thrive at, wed love to hear from you
