Head of Mortgage Servicing

Head of Mortgage Servicing

Ou client in the Specialist Lending Sector is seeking a motivated and experienced Head of Servicing to join our Mortgage Servicing team. The ideal candidate will oversee the daily operations of the team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers. The ideal candidate will have:

• Previous experience in loan servicing with an in-depth knowledge of mortgage servicing processes and arrears management;
• Strong leadership and team management skills, with the ability to coach, motivate, and develop team members;
• Excellent communication abilities;

People Related Tasks

• Lead and supervise a team of customer servicing specialists, providing guidance and support to achieve team objectives.
• Foster a positive and collaborative work environment to enhance team performance and morale.
• Develop and maintain effective relationships with internal stakeholders, including senior management and colleagues.
• Collaborate with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
• Develop and maintain effective and collaborative relationships with external parties such as brokers, valuers, third party servicing provider and solicitors.
• Attend regular team meetings to discuss progress on targets and business priorities.

Operational Tasks

• Stay updated on industry best practices, regulatory changes, and market trends.
• Identify opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
• Develop and manage the team's performance metrics and KPIs, ensuring targets are met or exceeded.
• Attend monthly governance meetings with funders to discuss Servicing updates.
• Assist customers with inquiries about mortgage payments, account balances, payment history, and loan modifications.
• Update and review internal processing guides and procedures.
• Complete regular quality assurance checks on teams tasks.
• Review and action internal referrals and complex enquires from Solicitors and borrowers.
• Assisting with monthly finance reporting - showing an understanding of how transactions impact various stakeholders (client, servicer and mortgage funder).
• Liaise with the Finance and Data teams on non-standard transactions.

Adaptability & Flexibility

• Coping with changing circumstances and acting in a manner that facilitates the change process.
• Continuously adapt to ever increasing workload and responsibility.
• Redirects efforts proactively applying an understanding of the reasons to support colleagues.
• Recognises the need for change and makes recommendations accordingly.
• Actively put in controls and procedures to improve processes and data reliability
  

Co-Operation and Teamwork

• Participates as a team member, creating effective and professional working relationships with colleagues.