Based in London, Milton Keynes or Wilmslow
Job title: Support Officer Direct Home Finance
Location: London, Milton Keynes or Wilmslow
Job Summary
The purpose of this role is to support the administration of all legal due diligence as applicable to home purchase plan cases and assist in the preparation of them for completion, following all Risk and Compliance procedures applicable within Gatehouse Bank Plc. Communicating with various internal and external stakeholders through the completion journey, working alongside the case managers to set service level agreements, all the while being mindful of the customer experience. Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Key responsibilities
* Assist Direct advisers in managing the daily work queue and management of pipelines.
* Contact customer enquiries within agreed timescales whilst tracking potential customers and following up on enquiries.
* Handle inbound customer calls within agreed SLAs.
* Liaise with customers via our online chat facility.
* Work collaboratively with key colleagues and stakeholders.
* Liaise with customers to provide any outstanding documentation required to progress applications.
* Check all supporting documentation thoroughly to ensure it meets Bank criteria.
* Upload and process outstanding documentation within agreed SLAs.
* Provide ongoing MI, tracking lead source and outcomes.
* Ensure that market, sector, and Regulatory knowledge is continuously developed and maintained.
* Understand and abide by the principles of Conduct Risk and Treating Customers Fairly.
* Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
Skills required
* Service excellence delivery for customers.
* Fraud risk/compliance awareness.
* Strong communications skills.
* GCSE English and Mathematics (or equivalent).
Beneficial skills and qualifications
* Understanding of a home purchase plan or other finance related process driven operation.
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