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Mortgage Servicing Team Lead – Sheffield – Permanent

Nicholas Howard are delighted to be recruiting for a new and exciting role as a Mortgage Servicing Team Lead.

Reporting to the Head of Mortgage Servicing, the Mortgage Servicing Team Lead will use their knowledge and experience to efficiently deliver all Primary Servicing tasks to a high quality, whilst ensuring fair customer outcomes are achieved.

Core Responsibilities:

  • Oversee the completion of all primary servicing tasks (e.g. welcome letters, interest rate changes, redemptions).
  • Manage the Primary Servicing team to meet / exceed set standards through achieving agreed performance objectives and key performance indicators.
  • Ensure the inbound telephone line is appropriately staffed to maintain a high level of customer service and post and emails are appropriately responded to.
  • Undertake Quality Control activity to ensure all work is completed to a high standard and in compliance with all relevant legal, regulatory and internal policy & procedure requirements.
  • Lead the review and improvement of existing procedures, written correspondence and system solutions.
  • Liaise with and oversee the performance of our third party service providers, including acting as a mandated decision maker and  performing quality reviews.
  • Manage vulnerable customers in line with company policy.
  • Resolve complex enquiries personally.
  • Ensure accurate and complete customer records are maintained, including detailed rationale to support decision making and outside mandate approvals.
  • Support and mentor less experienced colleagues.
  • Work in partnership with other departments internally to meet business objectives.
  • Manage vulnerable customers in line with company policy.
  • Resolve complex enquiries personally.
  • Adhere at all times to the principles of Treating Customers Fairly.
  • Working in line with Company and legislative requirements in Health, Safety & Welfare for both self and others.

Skills & Requirements – Essential and Desirable:

  • Demonstrable experience of key primary mortgage servicing processes (such as loan redemptions, interest rate changes / payment recalculation, change of payment date, ground rent arrears and title registration).
  • Great organisational and administrative skills with a proven ability to prioritise tasks and maintain service levels.
  • Strong leadership and people skills.
  • Strong communication skills (written and oral).
  • MS Office and / or Google experience.
  • Understanding of DPA / GDPR principles.
  • Adaptability and flexibility.
  • Able to work to tight deadlines.
  • Team player.

To be considered for this position please apply below.