Do you enjoy looking for ways to improve processes and customer journeys? Are you looking for a role where genuinely no two days are the same? Are you a great communicator who can build lasting relationships? If yes, then our Mortgage Servicing roles may be for you!
As a Mortgage Servicing Advisor or Analyst, you will be a key member of the Mortgage Oversights and Servicing team. You will manage the day to day relationship with our mortgage servicing suppliers. You will ensure that we provide quality assurance of the end to end mortgage process whilst supporting both internal and external customers. You will also continually update our customer journey, make process improvements, and trouble shooting any issues or risks to ensure we are delivering the best service and continuing to create fans. This amazing opportunity sits within our Mortgage Operations team.
We work hybridly at Metro Bank, please ask your recruiter full details for this role.
So what would you be doing?...
• Delivering a high quality customer service experience to our brokers, colleagues and our customers
• Reviewing monthly reporting packs and carrying out control checks to make sure we also receive the best possible service
• Finding ways to improve customer service experience through the mortgage journey (e.g. you might challenge existing ways of working if you can see ways to make things better)
• Capturing workflows and process maps to consistently educate colleagues on working practices that impact suppliers and customers
• Being a main point of escalation for any issues or incidents
• Making sure all things process related are ‘controlled’ in accordance with our risk framework
• As part of the team, managing the Mortgage Oversight inbox, solving a diverse range of queries
• Learning from every query and applying the knowledge you gain to new scenarios
• Prioritising your highly varied workload, managing stakeholder expectations but still achieving deadlines
You need to be this kind of person…
• Passionate about providing unparalleled levels of service and convenience for customers
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Prepared to stick at something – we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
• Care about doing a great job and exceeding expectations with the quality of what you do
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• Naturally you will have previous experience working in a financial services environment
• You will ideally have working knowledge of a regulated mortgage environment covering new lending, lifecycle servicing and collections
• Ideally you will also have experience monitoring third party supplier performance, though this does not necessarily need to be in a mortgages environment
• If you have experience in improving processes, second checking, and project input you would be able to hit the ground running in this role
• Experience in issue/incident resolution, quality analysis and compliance would be highly desirable
• You will need to have excellent communication skills and an ability to adapt your language style to different audiences, to build strong relationships
• It would be great if you had exposure to and understanding of the mortgage lifecycle or similar (perhaps you have worked in retail Bank or for another lender)
• Experience in operating in a regulatory environment
• Ability to learn new tasks quickly and remain motivated
• A high level of accuracy and attention to detail, with an analytical approach to working
• CeMAP is desirable, but not essential
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