Mortgage Servicing Customer Account Specialist

Are you looking for a new role that will build on your financial services experience? We have new opportunities for bright and motivated people to join our established team. Being a confident communicator with the desire to provide our customers with first class service are essential to succeed in this role. 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 Servicing Customer Account Specialist

Reports To

Customer Account Servicing 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

We are looking to recruit an additional person to join this well-established team. The purpose of the role is to support the Customer Specialists in the maintenance of lifetime Mortgages post completion. To answer customer and third-party queries to company standards. To ensure all work is completed within company SLA targets.

This role is ideal for a driven individual who is looking for a career in the financial sector.

Key Outputs

  • Review further drawdown applications from initial assessment through to offer stage.
  • Data Input, including credit & Flood checks & land registry checks.
  • Deal with Call transfers from the Customer Support Team and support the Department with overflow calls.
  • Manage customer accounts post completion to ensure any additional occupiers residing in the property have completed the relevant waiver as part of our mortgage terms and conditions.
  • Instruct Filed Agents to visit the property where applicable.
  • Use Artemis to follow up on outstanding tasks regarding occupiers, first death, cash releases, long-term care, and other general queries.
  • Request and log receipt of Death certificates accurately.
  • Work incoming post for the team.
  • Comply with FCA regulations.
  • To comply with company standards and policies, e.g. Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.
  • Other ad hoc administrative duties as required.
  • To take responsibility for ad hoc projects requested by the Team Manager

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.

The Person

Overview

  • A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work
  • An effective communicator, able to deal with colleagues, customers and third parties in a professional manner which is confident, open and honest
  • Must have the ability to prioritise and work to deadlines
  • Approachable, organised individual with a proven ability to work using own initiative and take responsibility for their work
  • Proactive, self-motivated and positive approach to work
  • A high degree of professional integrity

Skills & Experience

Mandatory

  • Financial Services/mortgage servicing experience
  • Excellent customer service and telephone manner
  • Excellent administrative skills
  • IT Literate
  • Excellent attention to detail
  • Caring and compassionate nature
  • Empathy skills

Desirable

  • Experience in dealing with Post completion Mortgages

Qualifications

Mandatory

  • GCSE (or equivalent) Maths and English grade C or above
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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.

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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