Senior Underwriter

7 months ago

Cardiff, United Kingdom Julian Hodge Bank Full time

**Do you want to be part of a **force** for good, helping to make life better for customers & society in the moments that matter?** At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

Your role is to be the technical expert in** underwriting**. To support colleges from all of Hodge with complex queries and referrals. Be a point of contact for external parties and help them understand the best options for their customers. Feeding back themes and trends to the coaches and team leaders and provide guidance on process improvement and development.

**Essential**:

- Strong experience of creating low effort customer service experiences.
- Significant experience of operating a mortgage lending mandate
- Strong coach and people developer
- Experience of using our customer service systems and processes

**Responsibilities**:

- Carry out the required reconciliation work for the underwriting team to ensure that all deadlines and SLA’s are met.
- In any communication to customers you should have a positive tone of voice, turning difficult communications into positive experiences for our customers. Where you don’t know the answer, you should show your curious side and work with your colleagues and your Team Leader to find out the answer.
- You are someone who looks beyond the task that you are completing and considers how this impacts our customers.
- To be a role model to your colleagues who can clearly be seen to live and breathe our Hodge values in your day to day interactions with them.
- You will work with your colleagues to understand technical queries on complaints and feedback on how to avoid these errors in the future. Where needed, you should take on complex tasks and manage these through to resolution for the team.
- Build a good working relationship with the BDMs and help when required to deliver exclusive service or manage the broker expectations.
- Mortgages development_
- Play an active role in supporting and providing the technical knowledge to the Underwriting Team Leader and Underwriting Manager in the shaping and achievement of the mortgage strategy.
- Be the voice of the broker and customer by understanding the entire process to ensure any improvements cover all aspects required.
- Development_
- You are required to constantly learn and refresh your knowledge of our product range as part of our Training and Competency scheme. Where you need some support, you proactively flag this to your Team Leader and work with them and our product team to improve your skills and knowledge
- Recognise when colleagues go the extra mile through our internal recognition schemes.
- Working with our business partners_
- Work with the Mortgages leadership team to understand the technical reasons behind new products or processes. Work collaboratively with the Underwriting Coaches to deliver these insights with a clear focus on solutions, not problems.
- ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose._

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