At The Stafford Building Society, we put our members at the heart of everything we do.
You will lead and develop the mortgage and saving services proposition and team, ensuring the delivery of a compliant and member-centric service across the Society's different channels – postal, telephony and digital.
You will lead a team to ensure accurate and timely account administration, supporting strategic goals around lending, retail savings, retention, and operational excellence.
You will also take responsibility for the execution and development of a number of member-related processes, as well as the implementation of new regulations.
Team Leadership & Development
· Manage and coach mortgage services administrators and saving services administrators to deliver a high level of customer service and attention to detail.
· Oversee training, competency, and CPD requirements.
· Conduct regular reviews with each member of the team and support both personal and professional development.
Operational Oversight
· Conduct the required mortgage first-line reviews to ensure ongoing competency and compliance of the team.
· Oversee savings account administration including transactions, amendments and changes to standing customer data completing the required first-line reviews to evidence controls and provide first-line assurance.
· Monitor KPIs including service levels, accuracy, and good member outcomes across all channels.
· Lead system testing for all mortgage service and saving service activities.
· Manage scheduled events including, but not limited to, annual statements, maturities, year-end and tax year-end activities.
· Ensure all back-office controls and preventative measures are operating effectively to mitigate operational and conduct risks including activities such as the actioning of anomaly reports, bank processing upload, SCV file.
Customer Experience
· Lead a team to deliver high-quality mortgage and savings administrative support embracing a 'right first time' culture.
· Champion continuous improvement of the customer journey, recommending and implementing process improvements where appropriate.
· Coach and develop the team so that they are confident to handle complex cases and support vulnerable customers.
· Identify opportunities for growth in savings balances, lending and retention including engaging with marketing and our customer outcomes analyst.
CeMAP would be advantageous but not essential, however an understanding of both mortgage and savings administration will be required.
We are also looking for someone who can demonstrate an understanding of Building Society regulation.
This role can be offered on a hybrid basis, however there is a requirement for weekly office presence in Stafford c3 days each week.