In Life Servicing Officer Retail Mortgages
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
As an InLife Servicing Officer you will play a key role in supporting customers throughout the life of their mortgage. You will manage a wide range of customer enquiries and service requests ensuring accuracy regulatory compliance and a consistently high standard of customer experience.
Youll operate as part of the Banks wider InLife Department working closely with teams across Retail Mortgages Real Estate and SME to ensure servicing processes are aligned efficient and deliver good outcomes for all customer segments.
This is a great opportunity for someone who enjoys problemsolving delivering excellent customer service and working collaboratively in a fastpaced environment.
Key Responsibilities
Customer Service & Case Handling
- Act as a first point of contact for existing mortgage customers responding via phone email and written correspondence.
- Manage servicing tasks including account amendments redemption statements payment adjustments statements fees/charges queries and general servicing needs.
- Ensure all customer interactions are handled professionally and accurately maintaining clear and compliant case notes.
Mortgage Administration & Product Transfers (Strictly NonAdvised)
- Administer a full range of inlife servicing activities including Consent to Let Transfer of Equity payment recalculations and account servicing changes.
- Manage the endtoend Product Transfer journey on a strictly nonadvised basis ensuring customers receive factual balanced information only.
- Support customers approaching rate expiry without providing any form of advice recommendation or opinion on suitability.
- Issue Product Transfer documentation accurately and in line with nonadvised communication standards.
- Process the selected product efficiently ensuring all regulatory and internal controls are followed.
- Ensure all Product Transfer interactions reflect Consumer Duty expectations clear customer understanding and adherence to all nonadvised scripts and governance requirements.
Regulatory & Quality Standards
- Apply Consumer Duty MCOB and Conduct Rules across all decisionmaking.
- Identify and escalate vulnerabilities and potential risks promptly.
- Maintain accurate records and adhere to all standard operating procedures.
CrossTeam Collaboration
- Work closely with colleagues across Retail Mortgages Real Estate and SME to support consistent servicing and share best practice.
- Contribute to crossdepartment plans workflow improvements and customer outcome monitoring.
- Support multibrand operational activity and assist with crossskilling initiatives.
Continuous Improvement
- Identify opportunities to enhance processes strengthen controls and improve efficiency.
- Participate in team meetings knowledge sharing sessions and upskilling through the InLife Servicing proficiency framework.
Qualifications :
- Experience in mortgage servicing financial services operations or a customerfacing regulated environment.
- Strong communication skills with the ability to explain information clearly and empathetically.
- Telephony experience preferred.
- High attention to detail and the ability to work accurately under pressure.
- Confident working across multiple systems and following structured procedures.
- A collaborative mindset comfortable working with multiple teams and business lines.
- Commitment to delivering fair customer outcomes and understanding regulatory expectations.
Additional Information :
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Business Development
- Customer Service
- Revenue Growth
- Cloud
- Healthcare
- Account Management
- CRM
- New Customers
- ROI
- Sales Activities
- Territory
- Business Relationships
- Sales Goals
- Sales Process
- New Clients
About Company
Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders. We have a diversified offering ... View more
