Primary Servicing Account Manager

Job Title: Primary Servicing Account Manager

Location: Watford - Office Based

Salary: Up to 32,000

Hours: Monday to Friday 9am to 5:30 pm

Benefits:

• Private Medical Healthcare
• Dental Scheme
• Additional half-day annual leave on your Birthday
• Annual leave purchase scheme
• Pension Scheme
• Perk box
• Free eye tests
• Christmas and Summer Social Events
• Top Performers Dinner each quarter
• Fresh fruit in the office
• 20 days holiday plus public and bank holidays

About the Primary Servicing Account Manager:

We're excited to be recruiting for a fast paced and growing mortgage company who are looking for a driven and personable Primary Servicing Account Manager to be a trusted point of contact for our customers, providing clear guidance, practical support, and a consistently high level of service.

This is a great opportunity for someone who enjoys building strong customer relationships, taking ownership of challenges, and finding effective solutions in a dynamic, fast-moving environment. If you're motivated by helping people and making every customer interaction count, we'd be keen to hear from you.

Responsibilities of Primary Servicing Account Manager:

• Managing all incoming calls, correspondence and emails efficiently and within agreed SLAs.
• Reviewing and verifying all new account uploads to ensure accuracy and completeness.
• Preparing and submitting BACS files, and promptly actioning any unpaid Direct Debits or other outstanding payments.
• Managing daily cash allocation, ensuring all funds are accurately applied to the correct accounts, including reconciliation against company bank accounts.
• Managing all Servicing team banking activities, including cash and card allocations, redemptions and part settlements.
• Scanning and maintaining Title updates on the relevant customer files.
• Processing and allocating all redemption and capital reduction funds against loans through to redemption and completion.
• Managing Deed of Postponement and Easement requests through to completion.
• Ensuring all required printing is completed and dispatched within agreed SLAs.
• Managing E-DS1 uploads, Payment Holiday overpayments, exits and refunds, and reviewing the Credit Arrears Report.
• Liaising with solicitors and following up on outstanding or missing Title Registrations.
• Preparing and submitting the monthly CRA (CAIS) return in line with required deadlines.
• Reviewing and actioning accounts showing a credit balance at month end using the Daily Arrears Report, and escalating relevant cases to the Senior Servicing Manager.
• Following the established invoice process, reviewing and approving invoices for payment within the appropriate mandate.
• Implementing Bank of England base rate changes and managing associated complaints where required.
• Handling calls from customers and third parties, providing support with loan administration and resolving queries in a professional and timely manner.
• Undertaking any other duties or responsibilities as required to meet the evolving needs of the department.

Experience required for Primary Servicing Account Manager:

• Experience in customer service within financial services is essential.
• Experience in servicing existing mortgage or loan accounts is highly advantageous.
• Well organised
• Self-motivated and proactive
• Able to work under pressure
• Good telephone skills and attention to detail

For more information regarding the role of Primary Servicing Account 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.