Mortgage Servicing Specialist

3 weeks ago


London, United Kingdom Generation Home Full time

At Gen H, our mission is to give everyone the opportunity to become a homeowner. To achieve this, we're building a homebuying process that is simple, transparent and fair.

We are on a mission to transform the housing market: We're broadening access to homeownership for aspiring first-time buyers, simplifying the home-buying process, and promoting our customers' financial wellbeing through the smarter management of their home finances. Backed by leading institutional & angel investors, we're set for an exceptional 2023.

The challenge is huge, and we are looking for people passionate about delivering fantastic customer outcomes. Working for Gen H means being ambitious in the standards you set for yourself, working with urgency, and owning the outcomes of your work. We expect our people to be humble and communicate openly and honestly with one another.

And that's where you come in:
**Your mission**

As an experienced Mortgage Servicing Specialist, you will provide crucial support in answering customer servicing queries and helping customers in financial distress. You will have in-depth conversations with customers, collect income and expenditure details, offer forbearance and ultimately help customers find solutions to financial challenges.

**Your Role**

As Mortgage Servicing Specialist, your day-to-day involves:

- Responding to customers' servicing requests and queries
- Account maintenance, redemptions, charge registrations and product switching
- Contacting customers with arrears in accordance with regulation, procedure, and policy
- Establishing customer circumstances, agree and monitor suitable forbearance solutions
- Proactively monitoring and supporting customers where potential financial distress/hardship is identified and where direct debit payments fail
- Handling vulnerable customer disclosures and offer flexible solutions
- Identifying and handling complaints
- Maintaining and updating process maps and procedures
- Reviewing execution of tasks to enhance service, ensure efficiency and quality and identify areas of product development

**Requirements**:
You would be amazing as Mortgage Servicing Specialist if you have:

- 2+ years experience within the mortgage industry
- Experience in a servicing, collections or arrears role
- The ability to work alone or as part of a team
- A customer/outcome focused attitude
- A proactive and flexible approach
- Attention to detail
- Strong organisational and time management skills

**Logistics**

The interview process consists of a phone/video call with our recruiter, a 75-minute competency interview with our hiring manager, and a 1-hour values interview with our Head of Product. We also like to conclude with a short final conversation with our CEO During each stage we will reserve time to answer your questions and make sure this is the right opportunity for you.

**What we have to offer**
- £30,000 base salary
- Meaningful equity shares
- £1,000 annual training budget
- Private Health Care with Vitality
- Enhanced maternity leave
- Mental wellbeing support: access therapy and mental health sessions
- 25 days of holiday plus bank holidays
- Regular Lunch and Learns
- Cycle to Work Scheme
- £300 Annual contributions on your behalf to Beam, a charity providing re-skilling for people affected by homelessness
- Hybrid/Remote working

**Some final guidelines**:



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