Servicing Manager - Mortgages

An opportunity to join our award winning Mortgages team and be responsible responsible for the oversight of UTB’s mortgage portfolio of first/second charge mortgages and BTL.

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Responsibilities:

• Working in conjunction with the Bank’s outsourced supplier ensure that appropriate and timely progress is being made on arrears accounts
• Working with QA to identify and highlight trends in customer journey testing to ensure positive customer outcomes are consistently achieved
• Prepare and analyse MI and produce timely reports on business trends
• Ensure the servicer is acting within agreed SLA’s, procedures and policies
• Act as a referral point to the servicer to make decisions on complex and vulnerable cases
• Manage the day to day interaction between the Bank and the servicer
• Assist with the resolution of incidents and complaints relating to servicing
• Identify opportunities and proactively make recommendations for continuous improvement
• Continually keep up to date with regulatory developments and industry best practice
• Undertake project and ad-hoc pieces of work at management request

Skills and Experience sought:

Essential Experience

• Previous customer service and /or arrears exposure within mortgages
• Strong understanding of the regulatory environment
• Managing and prioritising work
• Good understanding of data collation and MI reporting

Desirable Experience

• Liaising with Third Parties
• CeMap qualified, or part qualified

Equal Opportunities

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.