Mortgage Services Officer

Mortgage Services OfficerHybrid- Monday – Friday 9am-5pmThis is a fantastic opportunity to join Bath Building Society and play a key role in supporting our mortgage operations. As a Mortgage Services Officer, you'll be responsible for managing mortgage applications from offer to completion, ensuring a seamless and efficient process. You will also be a trusted point of contact for existing mortgage customers, handling queries throughout the life of their mortgage. Working within a busy, friendly, and collaborative team, you will provide exceptional service to our customers. This role is perfect for someone with strong organisational skills, takes pride in accuracy and is committed to delivering outstanding customer care every time. Located on Queen Square in the heart of the beautiful city of Bath, the Society has been supporting our community since 1904. As a mutual, we are proud of our heritage and are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact, and supporting our local community.We're proud of the strong, supportive culture at the Society. It's a collaborative environment with genuine team spirit, and we're all passionate about providing Members with a personal and trusted service.The roleAs Mortgage Services Officer, you'll take ownership of processing mortgage completions, liaising with solicitors and customers to ensure every case progresses smoothly and in line with agreed SLAs. You will also support existing Members by handling account changes, redemption requests and general mortgage servicing queries throughout the life of their mortgage.You will maintain accurate system records, collaborate closely with the Underwriting and Sales teams, and contribute to continuous improvement initiatives across the department. This role requires strong attention to detail, excellent organisational skills and a proactive, customer-focused approach.Your responsibilities will include:· Processing mortgage completions, ensuring effective and timely communication with solicitors and direct customers, and meeting agreed SLAs.· Completing stage releases and retention releases within required timeframes.· Producing redemption statements and redeeming mortgages on receipt of funds.· Enacting account updates such as change of address, change of name and Direct Debit amendments.· Ensuring procuration fees are processed accurately and promptly.· Confirming the Society's charge is in place and all required documentation has been received.· Accurately keying and maintaining information across core systems and document repositories.· Providing Packagers, Brokers and direct customers with high-quality service, keeping them informed at every stage of the process.· Requesting customer feedback at appropriate touchpoints.· Liaising with Underwriters and the Sales team to support a smooth end-to-end customer journey.· Maintaining an accurate pipeline and actioning any post-offer NPWs promptly.· Working effectively with the Business Change team on group initiatives and system improvements.Qualifications and Experience:· Experience working in financial services (mortgage experience preferred).· CeMAP qualification or willingness to complete within an agreed timescale.· Strong analytical and problem-solving skills.· Excellent communication and interpersonal skills.· Ability to build strong working relationships and engage with stakeholders at all levels.· Self-motivated, conscientious and results-focused.· Strong organisational and planning skills, with the ability to manage a varied workload.· Proactive, tenacious, and keen to drive improvements.· Experience using mortgage origination platforms or Sopra Banking Software (desirable).Skills and Competencies:· Strong commitment to delivering excellent customer service.· A strong commitment to delivering excellent customer service.· High attention to detail and accuracy when following processes and referencing policy.· Clear, professional and confident communication, both written and verbal.· Ability to explain information clearly and support customers with confidence.· Collaborative team player with a proactive and adaptable approach.· Comfortable using technology and quick to learn new systems.· Strong problem-solving skills and the ability to manage multiple tasks simultaneously.Why should you apply?Here's just some of the reasons our colleagues are attracted to work for Bath Building Society:· Central Bath location with hybrid working opportunities when the job allows· Competitive salary, with strong support for work-life balance — we don't expect long or excessive working hours· 27 days holiday (plus bank holidays) with the option to buy an additional five days· A day off on your birthday· Two days off a year to take part in our community volunteering programme· Generous pension scheme· Life Insurance (four times your salary)· Healthcare benefits after a qualifying period· Colleague Forum· Diversity & Wellbeing Forum· Support from Mental Health First Aiders· Refer A Friend scheme· Sharing in Success: Annual bonus scheme based on both the performance of the Society and your individual performance· Access to the Wider Wallet employee discounts portal to enjoy discounts off nationwide brands· We also have regular social events and some of the best partiesTo apply: Send an up to date copy of your CV to careers@bibs.co.ukClosing date: 11th December 2025*We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. So if you are interested, please submit your application as soon as possible.