Mortgage Completions Specialist

1 month ago

Manchester, United Kingdom Kensington Mortgages Full time

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.

It's what we call the Kensington Difference.


Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.




Overall Purpose of Job

Own and manage a pipeline of mortgage applications from approval to successful completion. Ensure that all applications are managed efficiently and through regular communication with all stakeholders ensure all expectations are managed.


In addition, the role may be required to assist, or cover for, other roles within the Lending Operations Department from time to time.


To act as an expert for both simple and complex cases/queries supporting junior members of the team and their development


They will be also work with the Completions Consultant in developing and implementing a training programme for new starters in order to get them mandated.



Key Accountabilities

  • Liaise with solicitors regarding completion on a regular basis in line with the Policy & Procedures Manual
  • Act fairly and reasonably in all dealings with intermediaries, solicitors and valuers. Develop new and enhance existing relationships with Mortgage Intermediaries, looking for new business opportunities where appropriate
  • Build a close working relationship with the Sales and Credit Risk teams to enhance the process from both a service and quality perspective
  • Resolve challenging customer communications and queries regarding the area of specialism to effective resolution.
  • Ensure all work completed is done so in accordance with applicable regulation, procedure, and policy whilst utilising judgement to resolve issues.
  • Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.
  • Confirm completeness of all applications prior to funds release approval
  • Support fund release to solicitors where required
  • Manage case pipeline to agreed service standards managing stakeholders expectations at all times
  • Cover and support colleagues Pipelines and cases during periods of absence
  • Be accountable for the quality of applications submitted for funds release approval ensuring they are submitted in accordance with the Policy & Procedures Manual
  • Assess all correspondence to ensure lending criteria / conditions are met
  • Action all correspondence in accordance with the Policy & Procedures Manual
  • Ensure that all complaints are handled in line with the Complaints Handling Procedures referring to your Team Leader or Service Quality Department when necessary
  • Resolve queries or referrals from both within and outside of the team
  • Maintain accurate file and data records
  • Challenge current processes (inc. system), suggest improved ways of working wherever possible
  • Assist in the analysis and subsequent delivery of any changes to the system or processes
  • Act as point of contact for queries from more junior team members with the support of the Completions Consultant
  • Articulating and executing requirements within their area of specialism
  • To ensure your responsibilities regarding Treating Customers Fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company's internal policies




Experience, Knowledge, Skills

  • To act with integrity at all times and embrace the philosophy of treating our customers fairly
  • Business & market awareness
  • Adhere to the policy & procedures keeping up to date with any amendments
  • Be aware and accountable for the mitigation of risk in the day to day performance of your role. Complaints are to be handled in accordance with the procedures
  • Ensure key business targets and performance indicators are achieved
  • Experience in a processing or administration environment essential
  • Telephone experience including complaint handling essential
  • Financial Services experience essential
  • Possess technical knowledge within the financial services industry around simple and complex queries and transactions.



Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.


We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.



If you want to make a Difference, apply now.

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