Customer Service Administrator

The opportunity

We have an opportunity for a Customer Service Administrator to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. 

Joining the Property lending team, you will play an important role in completing all activities related to the administration of completing loans, from assisting the Completions Team with general activities, through to initial case checklists, data subject access requests (or similar), loan extensions, and redemptions. You will ensure a first-class service is delivered which contributes towards the overall performance of the business, whilst meeting all best practice and regulatory requirements, and maintain an excellent level of quality in all tasks undertaken.

Day to day you will find yourself involved with: 

• Oversee and process mortgage cases after completion, ensuring all documentation is accurate, complete, and properly stored.
• Actively manage alerts, assigned tasks, and a pipeline of cases while following defined processes and quality standards.
• Collaborate with solicitors to ensure timely registration of charges, escalating issues as needed.
• Carry out general administrative tasks, including document scanning, mail handling, and system updates.
• Support customer service by updating records, processing payments, and administering loan term extensions or redemptions.
• Assist colleagues across the Lending and Customer Service teams and contribute to ad hoc projects and process improvements.
• Ensure compliance with company policies and the complaints process. 

The role will be on a hybrid working arrangement, 3 days a week (which will include Monday and Wednesday every week) from our Basingstoke office and the rest of the week from home.

What we are looking for in you…

What is important to us is that you have a proven background in financial services, ideally with specific experience in the post-completion mortgage process. Your communication skills will be excellent, both written and verbal, with a natural ability to manage your time effectively and juggle lots of conflicting priorities. You will be adept at working well in fast-paced, team-oriented environment. You should have good working knowledge of Microsoft Word and Excel and be experienced in analysing data and reporting.

What is equally important is that you consistently demonstrate a strong customer-focused attitude towards both internal stakeholders and external clients. You will foster personal growth and continuous improvement attributes through your forward-thinking capabilities. You will work well through collaboration and take pride in all tasks and responsibilities, ensuring high standards are always upheld.

What’s in it for you…

As well as a competitive salary (guide £27,000 to £29,000 per annum, dependent on experience), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.

Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to TELUS Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [email protected]

https://www.castletrust.co.uk/careers/who-we-are