Customer Service Administrator

**Description**:
The Customer Service Administrator will be working within a busy mortgage servicing team to service the needs of customers over a mortgage portfolio loan book of both residential and buy to let mortgages. The Customer Service Administrator will manage and deal with all aspects of post completion activities and processes relating to existing residential and buy to let mortgages. To handle borrowers’ queries both by telephone and in writing in line with company policies and procedures with consistent accuracy and within agreed timescales.

**This role is on an inital 18 month fixed term contract to cover a period of Maternity.**

This role would suit someone who has worked in the mortgage or financial services industry (desirable) and has excellent & proven customer service skills, the ability to multitask whilst ensuring accurate correspondence would also be highly beneficial. The role will be full time office based for training and probation, following successful completion we can offer hybrid working to suit (Max 3 days home work 2 office based).

**Key Responsibilities**:

- Provide a prompt and comprehensive telephone response to all customer queries
- Provide a prompt reply to all written customer correspondence
- Communicate with the customer in a manner that is fair, clear and not misleading
- Take ownership of any queries that arise and sure these are investigated. Refer queries that arise and ensure these are investigated. Refer queries as appropriate and sure all queries are placed with the correct department
- Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
- Identify a possible complaint case and strive to satisfy customer grievances promptly
- Liaise with other departments within the Company to ensure optimum service for the borrower and to minimise risk for the Company
- Demonstrate flexibility and adapt to changing priorities
- Evaluate the current work processes and procedures and look for improvements
- Adhere to all 3rd party servicing agreements to avoid financial penalties
- Observe proper standards of market conduct

**Skills Knowledge and Expertise**:

- Previous experience of working within a mortgage servicing or lending environment (desirable)
- Proven customer service skill (essential)
- Ability to multi task whilst maintaining accuracy
- You will be self-motivated and driven to achieve results
- Good standard of education
- Ability to communicate effectively both verbally and in writing with both clients, customers and internal staff.

**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
- 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

**About CHL Mortgages**:
CHL provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. CHL has 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 has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. CHL has 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