Head of Mortgage Servicing Director

1 month ago

Tonbridge, Kent, United Kingdom Constant Recruitment Ltd Full time
Head of Mortgage Servicing Job Description

We are seeking an experienced Head of Mortgage Servicing to lead our Mortgage Servicing team and oversee the day-to-day operations of the department. The successful candidate will have a strong understanding of mortgage servicing processes, including arrears management, and thrive in a leadership role.

The Role:
  • Lead and manage a team of customer servicing specialists, providing direction and support to achieve performance targets.
  • Create a positive, collaborative work environment, encouraging team development and morale.
  • Work closely with internal teams, such as underwriting, compliance, finance, and risk, to ensure the smooth handling of customer accounts.
  • Develop and maintain key external relationships with brokers, solicitors, and third-party service providers.
  • Drive continuous improvement in servicing processes, monitoring performance metrics, and staying updated on industry regulations and trends.
  • Manage complex inquiries from solicitors and borrowers, ensuring the highest level of customer service.
  • Oversee monthly governance meetings with funders and provide accurate and timely reports.
  • Conduct regular quality checks to ensure compliance and exceptional service delivery.
Requirements:
  • Significant experience in loan and mortgage servicing, with strong knowledge of arrears management.
  • A proven track record of leading and motivating teams in a customer-centric environment.
  • Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
  • A proactive mindset, with the ability to identify process improvements and drive change.
  • Strong organizational and planning abilities, ensuring the team meets KPIs and service standards.

We are looking for someone who can embody the values of resilience, adaptability, integrity, and excellence. A commitment to doing what's right for the customer and the business while creating and developing a supportive team culture.

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