Support Officer

1 week ago

Milton Keynes, United Kingdom Gatehouse Bank plc Full time

Role purpose The purpose of this role is to support the administration of all legal due diligence as applicable to home purchase plan cases and assist in the preparation of them for completion, following all Risk and Compliance procedures applicable within Gatehouse Bank Plc. Communicating with various internal and external stakeholders through the completion journey, working alongside the Case Managers to set service level agreements, whilst being mindful of the customer experience. About us Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We’re one of the fastest-growing banks of our kind in the UK and are a subsidiary of Gatehouse Financial Group Limited. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments. Our way of operating is stable, transparent, and shares risk and reward in an equitable way. That’s why we talk about balanced banking. Key responsibilities Assist Direct advisers in managing the daily work queue and managing pipelines. Contact customer enquiries within agreed timescales whilst tracking potential customers and following up on enquiries. Handle inbound customer calls within agreed SLAs. Complete full pre-vet checks with customers during initial calls to confirm the case meets Gatehouse Bank criteria and affordability requirements before progressing to an adviser or an application. Record accurate call notes and key information gathered during pre-vet checks to support advisers and maintain a complete audit trail. Set clear expectations with customers on next steps, required documents, and indicative timelines to support a smooth application journey. Support continuous improvement by identifying recurring issues during pre-application checks and feeding these back to the team leader. Liaise with customers via our online chat facility. Work collaboratively with key colleagues and stakeholders. Liaise with customers to provide any outstanding documentation required to progress applications. Check all supporting documentation thoroughly to ensure it meets Bank criteria. Upload and process outstanding documentation within agreed SLAs. Provide ongoing MI, tracking lead source and outcomes. Key Skills required Mortgage Experience Service excellence delivery for customers. Excellent time management skills. Fraud risk/compliance awareness. Strong communication skills. Understanding of a home purchase plan or other finance-related process-driven operation. Additional Details We offer a highly attractive reward package; the typical benefits include: 25 days holiday entitlement increasing with service Pension Plan Private Medical Insurance Dental Cover Income Protection Life Assurance Employee Referral Bonus Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed by using this link

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