Our client is a global financial services business, providing loan servicing to residential and commercial customers. They have a growing portfolio of clients and need to add to their customer services team within their buy-to-let division.
As a customer service advisor / buy-to-let officer you will work across a portfolio of loans with multiple clients, undertaking a a range of loan servicing activities post completion. Ensuring service level agreements are met and all procedures and current legislation is adhered to.
The role requires an exceptional level of customer service, and an ability to understand working in a regulated environment.
Main responsibilities will include:
- Understand the terms and conditions of a customer's loan so that they can be clearly explained to, and met by, the customer
- Review and process requests for information accurately and within service level agreements.
- Receive and resolve standard loan enquiries from customers and their advisor's.
- Ensure information relating to customers and their loans is current and accurate. Process any amendments to customer's accounts accurately and in accordance with procedures and regulatory requirements.
- Ensure that customers are correctly informed of payments due and that the collection of the required payment is made accurately and in accordance with BACS rules.
- Process requests for redemption statements in a prompt and timely manner and ensure that upon receipt of required funds the loan security is released in accordance with procedures and agreed service level agreements.
- Oversee the calculation and processing of financial transactions in the servicing system.
- Ensure that new loans are boarded accurately and correct correspondence has been issued.
- Oversight of loans approaching expiry and ensuring appropriate follow up action is taken.
- Reviewing company watch notifications received and taking appropriate follow up action.
- Liaise professionally with clients, third parties and other areas of the business.
- Report any system or loan issues accurately, proactively and in a timely and professional manner, making recommendations as necessary and expressing technical opinions
You will be encouraged to identify and recommend any enhancements to processes and procedures. This is a role with excellent development opportunities, whether that be becoming a product expert or people leader. There is the opportunity to join the business apprentice scheme and / or studying for professional qualifications.
The role requires excellent communication skills, both written and verbal. You will need strong mathematical skills, as you will be checking figures and managing calculations. Any prior experience within mortgages, financial services, similar regulated industry or being CeMap qualified would be highly advantageous.