Customer Service Administrator

The opportunity

We have an opportunity for a Customer Services Administrator to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Joining the Property lending team, you will play an important role where you will process (often complex) mortgage enquiries post completion right the way through to redemption. You will be the first point of contact and handle all inbound telephone calls from customers, brokers, solicitors and other third parties, providing a first-class service which contributes towards the overall performance of the business, whilst meeting all best practice and regulatory requirements.

This position involves overseeing and managing all post-completion activities for mortgage applications originated by the Lending team, including:

• Maturity Process Management
  :
  Engaging with customers up to 6 months before maturity to ensure a clear repayment strategy.
• Redemption Statements
  :
  Producing and issuing redemption statements.
• Bridging & Refurbishment Loans
  :
  Monitoring project progress and ensuring works are completed as per the agreed schedule, addressing any concerns.
• Loan Redemption Processing
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  Updating systems, removing charges from the Land Registry, and confirming account closures with third parties.
• Statements & Direct Debit Management
  :
  Issuing annual/ad hoc statements, setting up and managing Direct Debits, and handling unpaid transactions.
• Refunds & Finance Management
  :
  Processing refunds and managing payments for development finance loans.
• General Post-Completion Tasks
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  Handling cases like borrower death, equity transfers, address changes, and other customer-related updates.
• Offer Conditions
  :
  Ensuring post-completion conditions are fulfilled as agreed during the lending process.
• Case Management
  :
  Managing alerts, activities, and pipelines, while ensuring adherence to business policies and procedures.
• Stakeholder Communication
  :
  Collaborating with customers, intermediaries, solicitors, and third parties to track outstanding items, future maturities, and mortgage updates.
• Teamwork
  :
  Working closely with Underwriting, Business Development, and Lending teams to ensure seamless operation, assisting as needed.
• Process Improvement & Complaints Handling
  :
  Identifying areas for improvement and following the complaints process where required.
• Project Involvement
  :
  Participating in ad hoc projects and contributing to continuous improvement.

The role will be on a hybrid working arrangement, 3 days a week from our Basingstoke office (Mondays, Wednesday and Fridays) and the rest of the week from home.

What is important to us is that you have a proven background in financial services, with specific experience in the post-completion mortgage process. Your communication skills will be excellent, both written and verbal, with a natural ability to manage your time effectively and juggle lots of conflicting priorities. You will have demonstrable experience in handling complex customer calls in a professional manner and be adept at working well in fast-paced, team-oriented environment.

You should have good working knowledge of Microsoft Word and Excel and be experienced in analysing data and reporting.

What is equally important is that you consistently demonstrate a strong customer-focused attitude towards both internal stakeholders and external clients. You will foster personal growth and continuous improvement attributes through your forward-thinking capabilities. You will work well through collaboration and take pride in all tasks and responsibilities, ensuring high standards are upheld at all times.

As well as a competitive salary (guide £27,000 to £29,000 per annum, dependent on experience), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5…