Loan Servicing Case Manager

Job Title: Loan Servicing Case Manager

Location:London Hybrid 3 days in the office

Salary: Up to 55,000

Hours: Monday to Friday 9 am to 5 pm

Benefits:

• Annual bonus scheme
• Pension scheme
• Private medical insurance
• Life insurance, income protection and critical illness cover
• 26 days' annual leave plus two wellbeing days
• Enhanced maternity and paternity pay
• Employee Assistance Programme and virtual GP service
• Season ticket loan
• Cycle-to-work and electric car schemes
• Discounted gym membership
• Professional qualification and development support
• Employee referral bonus
• Social events and wellbeing initiatives

About the position of the Loan Servicing Case Manager:

Join an established specialist bank at an exciting time as it brings the servicing of its Buy to Let and Bridging loan portfolios back in-house. We're looking for two experienced Loan Servicing Case Managers with an exceptional understanding of complex Buy to Let lending and the ability to manage borrower relationships across a varied complex. You'll play a key role in onboarding and servicing loans end to end, covering both performing and non-performing loans, from routine account management and upcoming maturities through to arrears, defaults and more complex cases. While payment-related processes are highly automated, this is a hands-on, borrower-focused role where proactive communication, sound judgement and the ability to understand borrowers' circumstances, property portfolios and lending structures are essential.

Responsibilities required for the role of Loan Servicing Case Manager:

• Manage Buy to Let loan accounts end to end.
• Act as the main point of contact for borrowers, building relationships and delivering excellent customer service.
• Proactively manage a portfolio of performing and non-performing loans, including arrears
• Engage with borrowers to resolve issues, encourage timely payments and agree appropriate solutions.
• Identify risks and ensure fair customer outcomes while protecting the bank's interests.
• Maintain accurate records and ensure compliance with internal policies, Consumer Duty and relevant regulatory requirements.
• Collaborate with colleagues and support ad hoc projects and process improvements.

Experience required for the role of Loan Servicing Case Manager:

• Experience in complex Buy to Let lending, mortgage servicing or loan administration.
• Experience managing borrower relationships and direct customer contact.
• Experience in Buy to Let Arrears with a good understanding of receiverships
• Understanding of loan servicing processes, risk management and regulatory requirements.
• Excellent organisational skills, with the ability to manage and prioritise a varied caseload.
• Excellent communication, problem-solving and attention to detail.

For more information regarding the role of Loan Servicing Case 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.