Job Description
DCT Recruitment Ltd are looking for a Permanent Mortgage Administrator to work as part of the Mortgage Administration Team with responsibility for ensuring mortgage accounts are administered accurately, in a timely manner, are compliant and in line with the Society’s policies/procedures and service level agreements. All activities must be delivered whilst offering exceptional levels of customer service, with a view to retaining existing customers. To \nchallenge processes with a view to improving customer service and business efficiency.\nThis role reports into the Mortgage Administration Manager.
\n\nResponsibilities:\n\nMake changes to existing Mortgage accounts\n• Administer requests to make changes to accounts including registration of \ndeaths/marriages, name and address changes, change in repayment method\n• Administer mortgage payments including capital repayments, card payments, refunds, \ncheques and direct debits, including rejected items on suspense accounts\n• Administer requests for Product Transfers\n• Produce/check redemption statements ensuring penalties and charges are accurate\n• Check interest/repayment calculations following interest rate changes due to product \nanniversaries/expiries\n• Assist with the administration of Leek United Home Loans’ mortgage books \nManage Deeds/Registration and release of Charges, ensuring the Society’s interests are protected\n• Ensure charges are registered at HM Land Registry following completion of a new mortgage\n• Administer requests for transfers of equity, release of security, consent to let\n• Manage requests for title deeds ensuring the Deeds System is updated, monitoring \noutstanding title deeds. Carry out annual deeds audit\n• Maintain/update the panel of Solicitors\nCommunications: \n• Assess and action correspondence received in line with service standards\n• Effectively manage telephone calls from internal/external customers, meeting service \nstandards and resolving queries independently where appropriate\n2\n• Effectively manage adhoc communications from 3rd parties and customers such as 2nd\nmortgage questionnaires, Notices of 2nd charges, Certificates of Loan interest paid\n• Assist with the production of annual mortgage statements, rate change mailings and adhoc \ncommunications, investigating and correcting any errors before arranging for external \nprinting and despatch \n• Effectively manage the Interest Only Mortgages in line with Policy.\nSystems: \n• Assist with the testing of any new software releases on CSR / Activate and identify solutions \nto any system based problems, logging errors with SOPRA where necessary\n• Make account amendments including interest controls, repayments, account types\n• Review and action exception reports on an adhoc basis\nMI:\n• Assist with the preparation of relevant MI for own area of work as required\nChange: \n• Help to embed change including new processes, procedures and systems updates and to \nprovide feedback and suggestions for process improvements\nRisk:\n• Identify and mitigate as appropriate, all business risks in relation to own business area and \nto ensure that risk events are recorded as required\nCarry out any other duties as may reasonably be required including providing cover for colleagues \nwhen necessary\n\nSkills Required\n\n Good organisational skills and the ability to prioritise workload\n• Excellent communication skills (written and verbal) at all levels – is \naccurate and professional in communications\n• Ability to work as part of a team and on own initiative to achieve \ncommon goals and contributes to good team morale\n• Excellent interpersonal skills are required to clearly explain and \njustify the reasoning behind a particular request for information\n• Confident telephone manner required to contact customers by \ntelephone to discuss their financial circumstances and find solutions\nto meet their needs\n• A consistent friendly approach to customers whilst promoting a \nprofessional image of the department and ultimately the Society is \nessential\n• Supports own and wider teams to achieve objectives - willing to \noffer assistance and support to other business area’s when required\n• Working with team to tight time constraints e.g. to meet Service \nLevel Agreements and to offer high levels of customer service\n• Uses own judgement to solve day to day problems and takes \nownership of complaints and issues and aims to resolve\n• Resilient in changing and demanding circumstance\n• Identifies process improvements in order to enhance customer \nservice and business efficiencies