Mortgage Servicing Consultant

**Description**:
Reporting into the Mortgage Operations Team Leader within the Oversight team, you will be responsible for the completion of oversight across the full mortgage life cycle. We're looking for a self-motivated, pro-active individual who can balance a demanding workload and thrive as part of a busy team. If excellent customer outcomes is something you demand then you're exactly what we're looking for.
- Mortgage arrears, forbearance and litigation
- Regulated mortgage advice, in particular variations to existing mortgages and interest only mortgages
- Complaint handling
- Mortgage servicing
- Quality assurance/mortgage oversight/compliance or risk management

**Key Responsibilities**:

- Conduct oversight and governance activities to ensure all aspects of administration relating to the Landmark portfolio are maintained in line with the service level agreement
- Seek to identify risk and improve standards within their area through monitoring, identification of risk, building relationships with the outsourcer and establishing a culture of continuous improvement within their specialist area
- Deliver First Line of Defence Framework for Specific Specialist Discipline and report on Key Risks
- Attend monthly governance meetings with Outsourcer to discuss performance
- Review telephone calls and case handling to measure quality and ensure satisfactory customer outcomes and adherence with regulatory and legal requirements
- Assist in reviewing complaints and strive to ensure the customer grievance is promptly satisfied
- Assist in reviewing complaints and strive to ensure the customer grievance is promptly satisfied
- Assess and collate MI information as required prior to Committee Reviews for decisions
- Assist the Manager with the control of reporting, productivity and processes to meet internal and external service standards
- Take ownership of any queries that arise and ensure these are investigated
- Any other duties required of the role
- This role requires compliance with the FCA Conduct Rules at all times - Training will be provided

**Skills Knowledge and Expertise**:

- GCSE A-C Maths & English or equivalent
- Proven experience working in a regulatory environment in a similar assurance & oversight role
- Ability to understand and identify risks
- Experience of working within Financial Services industry
- Responsible and organised.
- Track record of providing excellent customer service and/or identifying potential Conduct Risk

**Desirable but not essential**:

- CeMAP
- Experience of mortgage oversight

**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 day
- 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 Landmark**:
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