Job Description

Lending Support Specialist

Department: Mortgages

Employment Type: Full Time

Location: Wrexham

Reporting To: Melissa Trainer

As a Lending Support Specialist you will be working as part of the Mortgage Operations team and will hold an in-depth knowledge of our products, processes, and policy to enable them to provide a high-quality, broker-driven mortgage-related service. Responsible for onboarding new broker registrations and ensuring existing brokers continue to meet the required criteria for panel membership as per company guidelines. Handling calls and live chat from brokers who require help prior to submission, focusing on understanding their needs and identifying the ways in which to help, while supporting other areas of the Mortgage Operations team. Supporting the Mortgage Operations team with processes to ensure all SLAs are met.

Key Responsibilities

• Discuss lending policy, processes, and products and guide through the mortgage application system/aid submission.
• To develop key relationships with brokers to understand their business issues and priorities.
• Handle telephone, live chat and written enquiries from intermediaries and deal with all administration processes to enable new and continued business
• Dealing with queries on how to structure a case and general broker inquiries pre-DIP/FMA.
• Owning and resolving issues and understanding how and when to escalate.
• Developing and building effective working relationships with key stakeholders within and outside of the immediate business area.
• Supports Mortgage Operations teams with sending out Mortgage offers, allocating post and emails and any other adhoc projects /processes as required

Skills, Knowledge & Expertise

• An experience of working in a relevant environment market/context, i.e. front-line broker/customer service within mortgages
• A proven track record of understanding brokers’ needs and delivering excellent customer service; able to remain calm under pressure
• IT literate, including Microsoft Office
• Strong professional communication skills, both oral and written with experience in sharing information effectively, in a clear, concise, and professional manner
• Experience in making timely and informed decisions
• Flexibility and open to change and innovation

Job Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working – Wrexham
• Free breakfast available