Job Description

? Location: Head Office, London
? Hours: Monday to Friday, 9:00am-5:30pm
? Working Pattern: Hybrid (50/50)
? Reports to: Customer Service Team Manager
? Department: Service Operations - Customer Services - Specialist Mortgages Operations
? About the Role
The Loans Administrator will support the Customer Services team by providing comprehensive administrative assistance in the servicing of Specialist Mortgage products. The role is responsible for ensuring all related tasks and documentation are completed accurately, efficiently, and to a high standard, in line with the Group's internal processes, regulatory requirements, and risk appetite.
? Key Responsibilities

• Actively and efficiently managing the team's inbox, ensuring all inbound enquiries are registered on the team's central spreadsheet in accordance with internal procedures and processes, escalating any queries to senior colleagues or the Team Manager where necessary.
• Professionally handling all inbound telephone calls and supporting customers and/or their appointed representative(s) with their queries and/or fielding telephone calls to the correct colleague/department, ensuring the delivery of first-class customer service.
• Providing first-class customer service both verbally and in writing to customers and/or their appointed representative(s)
• Accurately undertaking the refund and invoice payment referrals via the Group's payment system.
• Delivering timely and comprehensive administrative support to customers and to the team which includes the drafting of welcome letters, annual statements, amending customer entries within the Group's systems (including personal detail changes and changes to direct debit details)
• Providing support to the Loans Officer, Loans Manager and Head of Department with operational and project activities as required.

? What We're Looking For

• Hold at least 5 GCSEs including English and Maths (or equivalent) at least Grade C (or equivalent) or above.
• Previous customer service and/or administrative support experience, preferably within the Financial Services sector, would be advantageous.
• Demonstratable experience dealing with high volumes of customer information and numbers is essential.
• A keen interest working within a fast-paced specialist mortgages environment with a keen interest to learn and develop.
• Respectable organisational and time management skills.
• A customer centric approach with a strong desire to deliver excellence.
• Outstanding attention to detail.
• Adaptable to change.
• A pro-active and can-do attitude with a desire to take ownership of matters to deliver good customer outcomes and solutions.

Skills Required