Working in a mortgage servicing team the primary responsibility is to manage a range of enquiries from customers relating to mortgage repayments.   The position requires a person with a good communication skills, both over the telephone and written.

Customer Service Administrator Benefits:

Office social events and subject to availability summer and Christmas parties; 4% contributory Pension; Healthcare; Life Assurance 4 x salary; Critical Illness Income Protection; Parking; Annual Bonus (10-15%); Hours 9am and 5.30 pm Office Based (WFH days prior to bank holiday weekends)

Customer Service Administrator Responsibilities:

• Working in a Team of 5 – ensure customer enquiries are dealt with efficiently
• Contact customers by telephone and email with regarding to outstanding mortgage repayments.
• Negotiate payment settlements and payment plans.
• Accurately record conversations, emails, documents onto the in-house system.
• Ensure all processes and procedures are adhered to.
• Administer AML/KYC processes (training will be provided)
• Review documentation and collate information packs for the Team Manager and Director.
• Actively participate in team meetings.
• Ensure a high standard of customer service is delivered in an ethical and professional manner.
• Follow all agreed strategies to maximise redemptions across the current and future workstreams
• Assist in the preparation of all required management information reporting where required
• Ensure compliance within the team in accordance with appropriate legislation and regulation
• Proactively support the team to achieve customer and business focused KPI targets

Customer Service Administrator Skills and Experience:

• GCSE Maths & English Minimum Grade C or 4/5 or equivalent.
• Ideally, previous experience of working in a regulated environment e.g. Legal/Financial Services/Accountancy
• Customer Service experience essential with an enthusiasm to liaise with customers by phone and email.
• Sound administration experience with good numerical skills and attention to detail.
• Excellent verbal, written and interpersonal communication skills.
• Proactive and delivery focused with a can-do attitude.
• Able to develop and maintain stakeholder relationships across all levels of the business.
• Strong self-motivation, a dedication to improving new processes.
• Proficient in the use of Microsoft Word, Excel and PowerPoint.
• Understanding of FCA requirements including Consumer Duty, MCOBs and CONC desirable.
• Basic understanding of General Data Protection Regulation (GDPR) desirable.

Thank you for your application however due to the high volume of candidates applying, if you have not heard back from us within 5 days please assume that you have not been successful on this occasion.