Job Title: Loans Manager
Location: Central London Hybrid 2-3 days a week
Salary: Up to £45,000 depending on experience
Hours: Monday to Friday 9.00 am - 5.30 pm
Benefits:
* Pension 8% employer contribution
* 25 days holiday (rising by one day every three full calendar years to a max of 30) plus bank and public holidays
* Holiday purchase scheme
* Private medical cover
* Group income protection
* Life Assurance
* Yulife
* 24/7 Access to a doctor
* Season ticket loan
* Professional membership fees
* Cycle to work scheme
* Gym health centre discounts or corporate gym membership with one set provider
* Personal dental cover
* Personal life insurance cover
About the Position of Loans Manager
Working for a specialist bank, we have a new vacancy for a Loans Manager. The purpose of this role is to effectively manage customer enquiries relating to the servicing and management of their specialist mortgage products in line with the Group’s policy and procedures, internal SLAs, and regulatory requirements, providing an industry-leading first-rate service.
Responsibilities Required for the Role of Loans Manager
* Act as the first point of contact on all servicing matters for customers, brokers, and internal colleagues.
* Accurately and effectively process and manage requests from customers that may vary their original mortgage agreement(s) (e.g., consent to lease or part release of security application).
* Actively maintain a pipeline of customer enquiries in line with the team’s service level requirements, becoming the customer’s first point of contact for their application and providing regular communications including requirements, status, and decisions.
* Manage complaints in line with internal processes and SDR protocols.
* Effectively manage and process customer enquiries by the Group’s Policies and Procedures and obtaining appropriate sign-offs from 2nd line/underwriting as required.
* Continuously work towards obtaining and maintaining a decision mandate to authorise and approve customer enquiries without the need for referral.
* Continuously maintain a comprehensive and up-to-date knowledge of the team and Group’s Policies & Procedures relevant to the Loans Manager role.
* Effectively monitor and manage customer accounts approaching the end of their mortgage term ensuring monies are repaid within the agreed timeframe and, where necessary, granting short-term extensions (in line with Group Policy) to facilitate repayment.
* Accurately complete appropriate referrals to the Business Support Team, escalating concerns and issues by the Group’s policy.
* Ensure customer records, data, and files are maintained and updated where necessary across the Group’s systems and databases.
* Support and upskill team members (Loan Administrators and Officers) and act as an escalation point.
* Review internal processes to ensure robustness and operational effectiveness.
* Understand and comply with the Bank’s Risk Management Framework and escalate risks appropriately.
* Proactively champion fair customer outcomes.
Experience Required for the Role of Loans Manager
* Strong academic background with at least five GCSEs including English and Maths at Grade C or above (or equivalent).
* Proven demonstrable experience in a loan servicing and customer experience role within the Financial Services industry.
* Proficient skills using Microsoft Office including Word & Excel.
* Demonstrable commercial/specialist mortgage experience would be desirable together with knowledge of financial regulations would be beneficial.
* Experience with a lending mandate would also be beneficial.
* Experience mentoring or managing a team in a similar service role within Financial Services would be beneficial.
* Essential: Knowledge of regulatory and legal requirements.
* Desirable: Collections/payment support experience, subject matter expert experience.
* Good planning, organizing, and interpersonal skills.
* Portrays risk awareness through curiosity and questioning.
* Willing to learn and develop new skills.
* A self-starter with a high level of initiative and professionalism.
For more information regarding the role of Loans Manager, please get in touch with us.
Stellar Select is acting as an employment agency and is a corporate member of the REC.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.