Mortgage Loan Processor
Castle Trust, United Kingdom
Job Description
• To process mortgage applications, from the point the broker keys the application to offer, through to the completion process. Actively managing alerts, assigned tasks, and monitoring the pipeline to ensure all cases are regularly reviewed
• To be the first point of contact on the telephone for our Intermediary panel, providing quick and clear responses. Where additional support is required ensuring they are made aware of when and from whom they will receive a response. Work on the basis of resolving the question on the first call one and done
• To make outbound calls following up on documentation, second charge consent, valuations and escalate any cases where you feel timescales are not being met to the Underwriter responsible for the case, Senior Underwriter or Underwriting Manager
• To provide technical assistance to the Intermediary panel in respect of the Broker Portal amp; Global Iris, payment collection services
• Where a case is to be declined, ensure you understand the rationale by speaking to the underwriter
• Strong communication skills to liaise with Customer, Intermediaries, Solicitors and other third parties
• To ensure you challenge yourself and the underwriters you are supporting, to ensure we only ask for the correct documentation and information required to make a lending decision and no more. To ensure the accuracy of all notes, requirements and conditions added to an application
• To manage a pipeline of mortgage applications from receipt through to completion, ensuring telephone calls are made to chase up or obtain clarification of information where required
• Work with the underwriting team and completions team, to ensure prompt issue of documentation, valuation instruction and offer production
• To work as part of the Lending team, to achieve the required completion target, assisting the completions team where required with quick and concise answers to questions and points of clarification they may raise
• To ensure we provide an exceptional service to our customers and ensure we are treating our customers fairly
• To assist with ad hoc projects, including those following regulatory change, as allocated by the UM
• To provide support to the UM, in ad hoc tasks and specific activities, using knowledge of Castle Trust’s process and systems
• Assisting with the production and preparation of monthly reporting as required
To work with UM to ensure we capture workflows and process maps and work across the team to identify and analyse how we can make things better for our customers and our colleagues
Requirements
- Previous experience within a financial services role
- Ability to work in a busy challenging environment
- Creative thinker with the ability to think outside the box
- Strong analytical skills
- Strong attention to detail
- Deliver outstanding customer service
- Working in in line with the agreed Lending Manual amp; Processing Manual and process documents
- To liaise with Customer, Intermediaries, Solicitors and other third parties
- Build relationships with the external Castle Trust Sales Business Development Team
- To maintain technical knowledge of our systems
- To maintain all regulatory requirements, including Data Protection, Anti Money Laundering and Treating Customers Fairly and keep yourself up to date with the current regulatory landscape and complete all required training modules within the timelines provided
- To following the company Complaints Policy and Manual
- Take responsibility for doing the right thing for our customers, our colleagues, and Castle Trust Bank
- Have the courage to call our any concerns
- To maintain and display the Castle Trust’s corporate values
- Ensure Quality amp; Training audit results are maintained as satisfactory