Job Description

Role Purpose

• Experience with any loan processing. 
• Good understanding of lending principles
• Excellent written and oral communication skills, to ensure a smooth experience for Brokers and
customers
• Demonstrated strong attention to detail, the ability to digest information
• Good understanding of any financial services experience including investment banking
• Experience of working within a high paced environment, managing high volumes with prioritisation
skills ensuring KPIs and SLAs are adhered to
• Ability to work collaboratively with the onshore teams through effective communication skills
• Strong attention to detail, utilising your knowledge and support tools to progress mortgage
applications correctly
• Have a proactive and professional approach to drive a right first-time outcome for the customer
• Ability to support and develop team colleagues by training and collaboration across the team 
• Compliance with monthly quality checks ensuring accuracy on cases worked
• Experience in the validation of customer data and documentation 
• Understanding of UK legislation
• Very strong interpretation and articulation skills
• Excellent Keyboard skills and should be familiar with working on a laptop
• Strong typing skills with a minimum of 45 words per minute
 • 100% shift adherence and demonstrate flexibility to work in shifts
Have a proactive and professional approach to drive a right first-time outcome for the
customer
· Compliance with monthly quality checks ensuring accuracy on valuations reviewed
· Ability to work unaided or with little supervision
· An interest in property construction, property market and property valuation with
desire to further knowledge within Property Risk field
Ability to work unaided or with little supervision

The distribution role involves pre-onboarding and onboarding tasks, such as registering brokers through a portal and checking delinquent accounts on credit reference agencies
· Action requests from colleagues, customers and brokers regarding property information, access
details and loan information.
Action requests for enquiry refers to ensure they are processed in an accurate and timely
manner
· Support brokers in understanding true maximum loan value through processing requests to
calculate net income for applicants wanting to use land & property income within affordability assessment
· Undertake manual reviews of credit reference agency files to identify full profile inclusive of
delinquent accounts to ensure compliance to internal policy requirements
· Action expiry of DIPs (Decision in Principles) within eligibility criteria that have not converted to
application within 10 calendar days (system will action remaining cases to expire at 30 day point for those within agreed criteria)
· Support the successful onboarding of brokers through processing broker registrations requests
across two portals (residential & specialist)
· Support landlord partnership managers to complete annual reviews for our existing portfolio
landlord customers by reviewing and consolidating data & insight

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Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver