Lending Support Team Leader - Wrexham Salary: As a Lending Support Team Leader you'll 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. Ensuring staff are trained and competent to manage lending risk and to deliver quality customer service and successful customer outcomes Ensure compliance and adherence at all times to policy and regulatory requirements Ensure that Mortgage Operations business targets and objectives are met within regulatory and legislative requirements Ensure the customer/intermediary relationship is managed for the benefit of both the customer and the mortgage business. Assess referrals from the team to ensure compliance with policy and regulatory principles and all necessary actions have been attempted / taken prior to escalation to a different area of the department / business. Key Responsibilities Ensuring that the team is lead from the front to provide good outcomes for our brokers/customer Ensure that all referrals to underwriter are informative, thorough, and accurate, offering opinion for a reasonable outcome Ensure maximum pipeline and team efficiency, redeploying/reallocating tasks and resource where necessary to maximise output Provide operational support to all mortgage operations teams when required. Point of escalation to support the team with complex customer queries Achieve and maintain the teams SLAs across all customer contact channels throughout operating hours, and communicate risks in a timely manner Achieve and maintain the teams KPI’s, and communicate risks in a timely manner Work with the Underwriting Manager, Completions Team Leader and Head of Secured Lending Operations to support, the QA function, and champion QA to agents Identify and drive positive change and improvements across the business Ensure process, procedure and policy is adhered to across the team Work collaboratively across Mortgage Operations to achieve our objectives Develop the team through coaching plans, and empower them to make decisions and take considered risks, with collective and individual responsibility Actively demonstrate our values and expect this of others Identify any common trends and root cause analysis to ensure changes/adaptations are made swiftly to avoid repeat occurrences. Ensuring the team remains motivated and staff retention remains focused. Work with team members to document SMART goals, and objectives and hold people to account for delivery Skills, Knowledge and Expertise Working in a similar fast-paced mortgage lending environment in a management role Solid exposure to leading a team within an origination mortgage environment will add value to an application, with a hands-on approach to delivering an exceptional level of service. Min 12 months experience with intermediary registrations and management Representative as the SME for Mortgage Operations with key stakeholders across the business An 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 all relevant regulatory requirements Excellent organisational skills Strong attention to detail and experience working directly with customers account data as well as any sensitive data. Presentation skills Ability to prioritise tasks and manage time effectively Flexible approach and attitude Benefits Competitive salary 25 days holiday PLUS your BIRTHDAY off Pension contribution with Royal London Life Assurance Private medical, dental and optical health insurance with Axa Hybrid working – Wrexham Free breakfast available About Chetwood Bank We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages Data Protection We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.Cifas The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.