Mortgage Servicing Specialist

4 days ago

Fleet, Hampshire, United Kingdom CHL Mortgages Full time
{"h3":{"text":"Job Summary"}},

This role is responsible for managing and dealing with all aspects of processes relating to existing residential and buy to let mortgages. The successful candidate will be proactive in identifying financial distress and will work with customers to find suitable forbearance options. If unsuccessful, they will work towards pre-litigation. The role involves handling borrowers' and third parties' queries, both by telephone and in writing, within a specified case load. The candidate will also oversee and govern third party performance to ensure SLAs are met in line with good customer outcomes. Additionally, they will ensure compliance and adherence to the Consumer Duty principles and all other regulatory requirements. The role requires vulnerability assessments to be completed in line with policy, with relevant signposting for external support. The candidate must act at all times in accordance with the requirements of the SM&CR. Key Responsibilities
  • Review and contact up to date customers in financial difficulty and low arrears accounts from the arrears work queue and assess the suitability of each forbearance measure.
  • Through relevant questioning, establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
  • Implement forbearance measures at the earliest opportunity.
  • Through case management, build and maintain the customer relationship for all customers in arrears (or financial difficulty) building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan.
  • Provide a prompt and comprehensive telephone response to all customer and third party queries.
  • Provide a prompt reply to all written customer and third party correspondence.

Requirements
  • A mortgage servicing background.
  • The ability to work in a process driven environment.
  • Organised, Responsible, self-motivated and driven to achieve results.
  • Driven to provide excellent customer outcomes.
  • Ability to work on own initiative and as a member of the team.
  • Excellent interpersonal, communication and telephone skills.
  • Gathering/Research/ Analytical & Accuracy skills.

About CHL Mortgages

CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress Benefits
  • 25 days holiday per annum.
  • Up to 15% annual discretionary bonus based on performance.
  • Company pension scheme - up to 9% company contribution.
  • 1 x Paid charity days.
  • Cycle to work scheme.
  • Charity payroll giving.
  • Long service awards and extra holiday.
  • Healthcare cash plan.
  • Life assurance cover x 4.
  • Online discounts and gym memberships.
  • Enhanced paternity and maternity pay.
  • Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts.
Language

English

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