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Head of Mortgage Servicing

  • Location: London
  • Salary: 60k per year
  • Job Type:Permanent

Posted almost 2 years ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncopitch@merje.com
  • Expiry Date: 18 June 2022
  • Job Ref: NC/19062

​My client is looking for a Head of Mortgage Servicing who is up for the challenge and has a passion for people with diverse skills and backgrounds to add to their rapidly growing team.

In this role, you will:

• Have oversight of loan portfolio health metrics and managing servicing activity based on those

• Deliver a high standard of service/communication in line with the company culture when liaising with borrowers by telephone, email and letter

• Help shape and continuously develop pre-arrears, arrears and collections strategies including litigation as well as policies and procedures

• Support internal stakeholders with servicing requests and solutions for time-critical or complex problems

• Liaise with internal and external stakeholders

• Be part of product planning and prioritisation and contribute with operational insights and knowledge to improve, clarify and enable scaling

• Undertake all servicing activity in line with the Servicing Manuals and commercial risk drivers

• Have strong numerical skills and attention to details

• Have good knowledge of regulated lending (MCOB) in relation to mortgage servicing/collections

• Record, investigate and respond to complaints and other related requests including subject access requests

• Inspire, motivate, and lead the servicing team members whilst creating and embedding a learning culture

• Proactively manage and work with customers in arrears to rehabilitate their account acting with forbearance

• Ad hoc requests from other departments including senior managers. underwriting and sales teams

Requirements

• 3+ years of experience in residential mortgage loan servicing and administration

• Experience managing a team, driving team’s performance (strong performance management skills)

• In-depth knowledge of core servicing tasks

• Ability to analyse the performance of a team/individual and implement appropriate changes to ensure improvement

• Excellent customer service, negotiation, decision making and communication skills to uphold our principles of a customer-centric business

• Leadership and managerial experience to be able to develop team members to their full potential

• Comfortable dealing with vulnerable customers and those in financial difficulty adhering to our internal policies and procedures

• You will enjoy a fast-paced, start-up environment and will be motivated by the opportunity to help shape the way they approach servicing and collections

• Comfortable working autonomously in a matrix management structure not only delivering your servicing workload but assisting the product and engineering teams to build tech capabilities

• Extensive knowledge of residential mortgages

• An understanding of the balance between individual goals and those of a team and organisation

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.