Mortgage Servicing Administrator

Job Title: Mortgage Servicing Administrator

Location: London

Salary: Up to 27,500 depending on experience plus benefits

Working Hours: Monday to Friday 9am to 5.30pm

Hybrid: 4 days a week in the office and 1 day at home

About the role of Mortgage Servicing Administrator

Our client is strengthening its position in the specialist lending market, providing a range of mortgage, bridging, and development finance products. They pride themselves on offering tailored property finance solutions for customers who may not fit the standard high street bank criteria.

As a Mortgage Servicing Administrator, you will play a key role within the servicing and collections team, by dealing with the processing of existing mortgages including redemption requests, setting up direct debits and communicating with customers in arrears, whilst ensuring accounts are being managed in accordance with policies, procedures and regulations.

This is a fantastic opportunity for someone with a background in financial services telephony who is keen to expand their skills and build experience within mortgage servicing.

Responsibilities required for the role of Mortgage Servicing Administrator

• Ensuring mortgage administration tasks are completed accurately and within required timeframes, including processing redemption requests, setting up direct debits, and issuing pre-expiry communications
• Managing and responding to customer email enquiries in a professional and timely manner
• Proactively contacting customers regarding unpaid direct debits on a daily basis
• Maintaining regular communication with customers in early stages of arrears to provide support and guidance
• Discussing and agreeing suitable solutions with customers, including repayment arrangements and forbearance options within agreed authority levels
• Monitoring agreed arrangements to ensure adherence and taking appropriate action where necessary
• Directing customers to free and independent debt advice services where appropriate
• Processing new loan completions efficiently and accurately
• Identifying issues, applying creative problem-solving, and making informed decisions within appropriate timeframes

Experience required for the role of Mortgage Servicing Administrator

• Experience gained in a telephony role within financial services is essential
• Mortgage servicing or collections experience is advantageous
• Ability to build rapport with customers and communicate key information clearly, professionally, and effectively
• Strong interpersonal and communication skills
• Highly organised with the ability to prioritise tasks efficiently
• Exceptional attention to detail
• Capable of working effectively under tight deadlines
• Confident in both verbal and written communication
• Good understanding of Consumer Duty principles
• Awareness of regulatory requirements and their impact on business operations
• Collaborative team player with a supportive approach

For more information regarding the role of Senior Servicing Account Manager, please contact 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.