Completions Team Leader
Department: Mortgages
Employment Type: Full Time
Location: Fleet
Reporting To: Kelley Carter
We are seeking a Lending Support Team Leader to manage a Mortgage operational team with responsibility for Lending Support in addition to Supporting the Completions Team Leader, holding a mandate for completions funds approval. The successful candidate will ensure staff are trained and competent to manage lending risk and to deliver quality customer service and successful customer outcomes.
Key responsibilities include ensuring compliance and adherence to policy and regulatory requirements, meeting Mortgage Operations business targets and objectives, and managing customer/intermediary relationships for the benefit of both the customer and the mortgage business.
Key Responsibilities
* Lead the team to provide good outcomes for brokers and customers
* Ensure referrals to underwriters are informative, thorough, and accurate
* Maximise pipeline and team efficiency
* Provide operational support to mortgage operations teams when required
* Support the team with complex customer queries
* Achieve and maintain team SLAs and KPIs
* Work with the Underwriting Manager, Completions Team Leader, and Head of Secured Lending Operations to support the QA function
* Identify and drive positive change and improvements across the business
* Ensure process, procedure, and policy adherence across the team
* Develop the team through coaching plans and empower them to make decisions
* Actively demonstrate company values and expect this of others
* Identify common trends and root cause analysis to ensure changes are made swiftly
* Ensure the team remains motivated and staff retention remains focused
* Work with team members to document SMART goals and objectives
Skills, Knowledge and Expertise
* Experience working in a similar fast-paced mortgage lending environment in a management role
* Solid exposure to leading a team within an origination mortgage environment
* Minimum 12 months experience with intermediary registrations and management
* Excellent understanding of Intermediaries, mortgages, completions, and underwriting
* IT literate, including G Suite and Microsoft Excel
* Excellent verbal and written communication skills
* Up-to-date knowledge of FCA/PRA and relevant regulatory requirements
* Excellent organisational skills
* Strong attention to detail and experience working with customer account data
* Presentation skills
* Ability to prioritise tasks and manage time effectively
* Flexible approach and attitude
Benefits
* Competitive salary
* 25 days holiday PLUS birthday off
* Pension contribution with Royal London
* Life Assurance
* Private medical, dental, and optical health insurance with Axa
* Hybrid working – Wrexham
* Free breakfast available
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