Customer Service Representative UK Shift  

Are you ready to unleash your potential and kickstart an exciting new career? We are looking for passionate, energetic individuals to join our dynamic team! If you thrive in a fast-paced environment and love taking on new challenges, then this is the opportunity for you.

As part of our team, you will have the chance to work on the first true “fully digital”, direct-to-consumer mortgage lender in the UK and collaborate with talented colleagues. We offer growth opportunities and a supportive work culture that encourages creativity and personal development.

If you are ready to push the boundaries, think outside the box, and be part of something truly special, then we want to hear from you! Apply now and embark on a thrilling journey with us. The sky's the limit!

Responsibilities

• Oversee all mortgage servicing tasks, including handling customer inquiries and following standard procedures.
• Respond to customer queries through email, calls, and letters, ensuring timely and professional issue resolution.
• Manage inbound and outbound calls related to mortgages, engaging with customers, brokers, and solicitors; strong verbal communication skills are essential.
• Conduct mortgage case reviews as directed by the LSM to ensure compliance with company policies and regulations.
• Collaborate with third parties (receivers, lawyers, local authorities) to resolve account issues, including collections.
• Maintain compliance with regulatory requirements and internal policies in all servicing activities.
• Keep accurate records of loan transactions, communications, and account updates in the servicing system.
• Identify ways to enhance customer satisfaction and implement solutions to improve the servicing experience.
• Prepare periodic reports and contribute to team projects.
• Provide prompt and accurate responses to LSM inquiries.
• Perform administrative duties and research using UK-based resources for customer and security information.
• Work with internal departments (underwriting, compliance, finance, completions) to streamline servicing processes and address escalated issues.
• Regularly communicate with team members to ensure updates and initiatives are clearly understood.
• Uphold data quality and comply with GDPR/Privacy Act principles.

Ongoing Tasks

• Investigate company alerts, update cases, and escalate when necessary.
• Follow up on charge registrations at Companies House and the Land Registry.
• Distribute rate change and welcome letters, and call customers for clarification.
• Monitor accounts for missed payments or direct debit issues and resolve with customers.
• Investigate returned mail and local authority letters.
• Trace the source of funds for lump sum repayments and provide updates to the LSM.
• Assist in loan payoff processing, including preparation of payoff statements and accuracy of final payments.

Qualifications and Skills

• Excellent verbal and written communication skills with a focus on clarity and professionalism.
• Strong attention to detail to identify errors before they escalate.
• Positive attitude and commitment to achieving the best outcomes for customers.
• Strong analytical abilities to assess situations and deliver effective solutions.
• Previous experience in mortgage or loan servicing preferred.
• Essential customer service experience.
• Ability to work effectively under pressure and meet deadlines.
• Strong planning, organizing, multi-tasking, and problem-solving skills.
• Proficiency in software applications, including email, Microsoft Word, and Excel.