Mortgage Servicing Officer Post Completion

We are looking for a proactive and customer-focused Mortgage Servicing Officer to join our Post Completion team based in the heart of Glasgow City Centre. This role offers hybrid working, combining the flexibility of remote work with the opportunity to collaborate in person with a passionate team.

Client Details

Mortgage Provider

Description

As a Mortgage Servicing Officer with a focus on post completion, you will be essential in ensuring that all mortgage accounts are managed accurately after the mortgage has been completed. This is a key position where you will handle a variety of post completion tasks, ensuring customers continue to receive excellent service while keeping mortgage accounts in compliance with policies and regulations. You will be the first point of contact for customers during this crucial stage of their mortgage journey, so attention to detail and customer service excellence are vital.

Key Responsibilities:

• Provide outstanding customer service throughout the post completion phase, handling inquiries via phone, email, and in writing.

• Resolve customer queries quickly and efficiently, aiming for first-time resolution wherever possible.

• Process post completion activities such as title registration, statement production, payment processing, and mortgage redemptions.

• Undertake regular risk-based activities, such as verifying the occupancy status of mortgaged properties.

• Ensure all tasks are performed in line with our clients policies and procedures, providing feedback for continuous improvement.

• Ensure strict compliance with regulatory requirements, including data protection, Money Laundering, and treating customers fairly.

• Maintain excellent relationships with both internal and external customers throughout the post completion process.

• Meet key performance indicators and service level targets by working to set objectives and deadlines.

• Identify opportunities for process improvement and contribute to making the post completion process more efficient.

Profile

Experience and Competencies:

• Experience in customer service, preferably in the mortgage or financial services industry.

• A solid understanding of post completion mortgage servicing processes, including redemptions, title registration, and payment processing.

• Knowledge of regulatory requirements surrounding data protection, anti-money laundering, and fair treatment of customers.

• Strong organizational skills and a keen eye for detail, with the ability to manage multiple tasks while working to strict deadlines.

Our Ideal Candidate:

• Highly customer-centric and focused on delivering high-quality service throughout the post completion process.

• Self-motivated with a results-driven approach and a desire to achieve first-time resolutions.

• Problem-solver with a positive, can-do attitude, capable of adapting to change.

• Comfortable working in a fast-paced environment while maintaining high attention to detail.

Job Offer

• Growth Shares

• 30 days' holiday (plus bank holidays)

• Flexible Working

• Health Cash Plan

• Salary Sacrifice Pension Scheme (5% employee contribution, 3% employer contribution)

• Employee Assistance Programme