Head of Mortgage Servicing

3 weeks ago

West Malling, United Kingdom Antony James Recruitment Ltd Full time
Job Title: Head of Mortgage Servicing

Job Summary:
The Head of Mortgage Servicing will oversee the daily operations of the Mortgage Servicing team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers. The ideal candidate will have previous experience in loan servicing with an in-depth knowledge of mortgage servicing processes and arrears management.

Key Responsibilities:
• Lead and supervise a team of customer servicing specialists, providing guidance and support to achieve team objectives.
• Foster a positive and collaborative work environment to enhance team performance and morale.
• Develop and maintain effective relationships with internal stakeholders, including senior management and colleagues.
• Collaborate with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
• Develop and maintain effective and collaborative relationships with external parties such as brokers, valuers, third party servicing provider and solicitors.

Operational Tasks:
• Stay updated on industry best practices, regulatory changes, and market trends.
• Identify opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
• Develop and manage the team's performance metrics and KPIs, ensuring targets are met or exceeded.
• Assist customers with inquiries about mortgage payments, account balances, payment history, and loan modifications.
• Update and review internal processing guides and procedures.
• Complete regular quality assurance checks on teams tasks.
• Review and action internal referrals and complex enquires from Solicitors and borrowers.
• Liaise with the Finance and Data teams on non-standard transactions.

Requirements:
• Previous experience in loan servicing with an in-depth knowledge of mortgage servicing processes and arrears management.
• Strong leadership and team management skills, with the ability to coach, motivate, and develop team members.
• Excellent communication abilities.
• Ability to adapt to changing circumstances and act in a manner that facilitates the change process.
• Ability to continuously adapt to ever increasing workload and responsibility.
• Ability to redirect efforts proactively applying an understanding of the reasons to support colleagues.
• Ability to recognise the need for change and make recommendations accordingly.
• Ability to actively put in controls and procedures to improve processes and data reliability.
• Ability to participate as a team member, creating effective and professional working relationships with colleagues.

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