Our client, an innovative and growing company, is seeking a Lending Support Officer to join their Operations Team.
The Lending Support Officer will be responsible for supporting Brokers and customers by ensuring the efficient, compliant, and accurate processing and management of lending applications from the application stage through to completion. This role involves close collaboration with Broker partners, Solicitors, and the Valuation team throughout the application process, offering advice on procedural requirements and maintaining a consistently high standard of application administration. The position also requires coordination with internal teams such as Business Development Managers, Customer Services, and Underwriting.
Additionally, the Lending Support Officer will provide general lending administrative and operational support for post-completion servicing, including loan reporting, analytics, and remediation management.
Key Accountabilities:
- Ensuring daily operations are completed according to procedure and policy, from initial application to Offer, Completion, and disbursement of funds.
- Effective management of lending applications and data.
- Engaging with Solicitors, the Valuation Panel, and internal teams to ensure smooth processing of lending applications.
- Promptly and accurately responding to Brokers' and customers' inquiries, complaints, or requests.
- Escalating complex concerns to higher-level management for appropriate resolution.
- Managing personal performance with guidance from the Lending Lead to achieve department and company goals related to service and quality.
- Identifying and reporting any inherent risks to management to ensure appropriate controls are in place.
- Sharing Broker and customer feedback to help drive continuous improvement and operational efficiency.
- Advocating for quality improvement by interacting with stakeholders across the business, including Product and Technical teams.
- Supporting the overall growth and success of the Operations team by working collaboratively to deliver positive customer outcomes.
Key Knowledge and Skills:
- A minimum of 2 years of experience in a lending operations role.
- Comprehensive understanding of the end-to-end retail lending journey, including owner-occupier and Buy to Let mortgages.
- Knowledge of Commercial Mortgages is advantageous for future growth.
- Strong attention to detail.
- Excellent communication skills, with the ability to listen actively and deliver clear, professional responses.
- Effective problem-solving skills to analyze situations, understand the root cause, and provide practical solutions, including escalation when necessary.
- Strong relationship management skills for interacting with third parties and internal teams.
- A team player with a focus on building strong relationships to ensure success for both colleagues and customers.
- CeMap qualification is beneficial but not essential; however, a desire to pursue this qualification as part of personal development and career growth is required.
Work Environment and Benefits:
- Hybrid Schedule: A maximum of 3 days per week in the office.
- Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
- Holidays: 25 days of annual leave, plus usual financial services benefits, and a day off on your birthday.