Mortgage Breach Specialist
6 months ago
**Reports to**:
Customer Account Property Team Manager
**Location**:
Thorpe Park, Leeds 15
**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
- Bike to work scheme
- Gym discounts
**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)
**The Role**:
**Overview**:
Responsible for managing and maintaining Equity Release customer accounts post completion, ensuring all customer queries are actioned within agreed service levels. To manage any cases that are in breach of Mortgage Terms & Conditions and ultimately bring the account back within agreed Terms. Be on hand to answer customer, third party and stakeholder queries post-completion.
**Key Outputs**:
- Ability to be able to prioritise and work to strict deadlines
- Identify and manage customer accounts that are in breach of Mortgage Terms & Conditions
- Deal with inbound and outbound customer account calls related to breach of Mortgage Terms & Conditions
- Assess and manage Power of Attorney documents for accuracy and legitimacy
- Maintain internal reports that log all accounts in breach of Mortgage Terms & Conditions
- Updating customer accounts when notified of Final Death or applicants moving into long term care and providing support and guidance to third parties to find a suitable solution
- Producing redemption statements for accounts that are in breach of Mortgage Terms & Conditions and issuing to customers/third parties
- Managing complex breach cases from inception to repossession
- Handling repossession cases through the entire repossession sales process
- Managing ad-hoc enquiries such as shortfall sale requests and requests to assist with the upkeep of a customers property
- Support Team Manager with third party supplier meetings
- Work closely with litigation solicitors, asset managers and LPA receivers to remedy mortgage breaches
- Adhere to all anti-money laundering, data protection and other regulatory requirements.
- Report any underwriting concerns underwriting issues to Team Manager.
- Contribute to the development of Companys TCF policy and T&C regime.
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 solicitors in a professional manner which is confident, open, and honest.
- Must have the ability to prioritise and work to strict deadlines. An approachable, customer service focused individual who has advanced technical knowledge, shows excellent attention to detail and a proven ability to work using own initiative and take responsibility for their work in the absence of a Team Manager.
- The individual should be a team player with excellent customer focus. The individual should be able to handle sensitive issues in a sympathetic and professional, manner.
- Strong numeracy and letter writing skills
**Skills & Experience**:
**Mandatory**:
- Previous experience of dealing with accounts that are in breach of Mortgage Terms & Conditions
- Analytical and methodical thinking
- Good IT skills
- Good decision-making skills
- Excellent organisation skills and ability to prioritise workload
- Excellent customer service skills and telephone manner
- Excellent empathy skills
**Desirable**:
- Previous experience in equity release
- Previous experience of dealing with post completion Mortgages
**Qualification**:
**Mandatory**:
- Grade C or higher in Maths & English GCSE or equivalent
**Desirable**:
- CeMAP
- CeRER
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