Intermediary Relations Manager

1 day ago


Watford, Hertfordshire, United Kingdom Metro Bank Plc Full time

In this role, you will work closely with a variety of teams to ensure smooth running of the Helpdesk, maintaining adherence to Service Level Agreements. As a Mortgage Helpdesk Representative, you will be responsible for delivering exceptional service to mortgage broking community while ensuring compliance with regulations.

About the Role

This position involves being the primary point of contact for mortgage brokers, intermediaries, and solicitors. You will provide expert guidance on our lending policy and procedure, navigating clients through the entire mortgage application process from initial inquiry to case completion.

Key Responsibilities:
  • Deliver exceptional customer service to all stakeholders, ensuring timely resolution of inquiries and issues.
  • Provide subject matter expertise on lending policies, procedures, and navigation of the intermediary website and mortgage broker portal.
  • Act as a liaison between mortgage underwriting and operations teams, brokers, and other key stakeholders.
  • Manage AIP trackers, sending daily updates to BDMs for follow-up on referrals.
  • Oversee the Mortgage Broker Helpdesk inbox and voicemails, ensuring prompt response times.
  • Collaborate with various teams to maintain smooth operations and adherence to Service Level Agreements.

We offer a competitive salary range of £35,000 - £50,000 per annum, depending on experience, along with a range of benefits, including a generous holiday allowance, attractive pension scheme, and colleague discounts.



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