Mortgage Customer Account Manager

Are you currently working in mortgage services and have experience of post completion mortgage accounts? Do you have excellent customer service skills? We are looking for a Mortgage Customer Account Manager to assess mortgage applications from our existing customers and to effectively manage post completion queries. Come and join our small, friendly and growing team and work for our industry award winning company and build on your existing career.

At Pure we are committed to exceptional standards of performance, continually improving and developing our business through the colleagues we employ.

Awarded a Gold standard 'Investors in People' accreditation, we are firmly geared up to build on our successes and grow our business with talented additions to our ever-evolving team.

We are a friendly, professional and dynamic place to work. If you would like to be part of our award winning culture and demonstrate our values of 'honesty', 'simplicity' and 'responsibility', we would love to hear from you.

We recognise that people experiencing mental ill health continue to report stigma and discrimination at work, and we are committed to creating a supportive and open culture, where colleagues feel able to talk about mental health confidently, and aspire to appropriately support the mental wellbeing of all staff.

Job Title
Mortgage Customer Account Manager

Reports To

Customer Account Team Manager

Location

Thorpe Park, Leeds 15

Hours of Work

37.5 hours per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role)

Benefits

  • 25 days holiday with the option to buy or sell up to 5 days holiday per year
  • Birthday off
  • Monthly bonus scheme
  • Cash healthcare plan
  • Auto enrolment pension scheme
  • Learning & Development programme
  • Life assurance
  • Flexible working options
  • Volunteering days
  • Gym discounts

The Role

Overview

Responsible for managing and maintaining post completion lifetime mortgage customer accounts.

To assess mortgage applications from existing customers who want further borrowing or to move home, in addition to other post completion queries. Providing the highest level of customer service and ensuring all queries are actioned within agreed service levels.

Key Outputs

  • Deal with inbound & outbound Customer Account post completion calls.
  • Take full case ownership of applications from existing customers moving home from enquiry to completion.
  • Underwrite additional lending applications
  • Underwrite post completion valuation reports and prepare offers with the relevant special conditions added.
  • Accountability for own underwriting decisions.
  • Deal with any post completion changes to the property i.e. part sale of land or adding or removing a borrower.
  • General maintenance of customer accounts ensuring that all client file notes are always complete and up to date.
  • Uphold the core values of Pure Retirement.
  • Liaise with valuers, solicitors and intermediaries as appropriate.
  • Ensure that all business written complies with the Company’s and funder’s lending criteria.
  • Adhere to all anti-money laundering, data protection and other regulatory requirements.
  • Ensure all applications comply with Equity Release Council Guidelines.
  • Report any concerns to Team Manager.
  • Contribute to the development of Company’s TCF policy and T&C regime.
  • Other ad hoc duties as required.

The Person

Overview

  • A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work.
  • Must have the ability to prioritise and work to strict deadlines. An approachable, customer service focused individual who has good technical ability, shows excellent attention to detail and a proven ability to work using own initiative.
  • An adaptable person who is able to deal with changes in processes & criteria on a regular basis.
  • The individual should be a team player with excellent customer focus, and an effective communicator. They should also be able to handle sensitive issues in a sympathetic and professional manner.

Skills & Experience

Mandatory

  • Analytical and methodical thinking
  • Excellent customer service skills and telephone manner
  • Excellent empathy skills and caring compassionate nature
  • Good technical ability
  • Good decision making skills
  • Excellent organisation skills and ability to prioritise workload

Desirable

  • Previous experience in equity release
  • 12+ Months experience in Underwriting or Advisor Role
  • Good knowledge of post completion underwriting and processes

Qualifications

Mandatory

  • Grade C or higher in Maths & English GCSE or equivalent

Desirable

  • CeMap
  • CeRER
At Pure, transparency on how we use and process your data is important to us. Please ensure you’ve read our Fair Processing Notice and Data Retention Policy prior to submitting your application.

Data Retention Policy

Fair Processing Notice

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

For more details on this role or to find out more about our team please contact our recruitment team at careers@pureretirement.co.uk.

Go Back Apply now

What our Customer Account Servicing team says about us

I love working at Pure Retirement & within the Customer Account Managers Team, atmosphere is brilliant & people are lovely. Every day is a pleasure coming to work

Emma Hudson, Customer Account Manager

Working on the customer account admin team is fast paced and busy but everybody works together really well as a team to make sure things get done whilst always maintaining great working relations with one another.

Jennifer Caul, Account Administrator

It is very rewarding working as part of the Property Management Team, we work hard to ensure that our customers and their family members are well looked after and have a friendly and helpful person to speak to if they ever need us.

Sheona Wilkinson, Property Administration Manager