Senior Servicing Administrator

This role is instrumental in supporting the Director of Servicing in ensuring that the ColCap UK mortgage portfolio is serviced in accordance with the agreed Policies and Procedures and that ColCap UK achieves its aims of managing a profitable mortgage portfolio with good customer outcomes.

The post holders' key responsibilities:

• Must be a hard-working team player and collegiate at heart, being prepared to contribute to and influence the way things are done and at all times endeavour to be pro-active and self-starting.

• Have a very good working knowledge of UK mortgage regulation and be able to apply this consistently in accordance with ColCap policy.

• Be the key owner and administrator of the Coral servicing platform working to deal with customer requests in accordance with strict SLA’s, working to task flows and supporting the transition of tasks to the Manila team.

• Engage directly with regulated loan customers in accordance with the highest standards of customer service, MCOB and Consumer Duty principles.

• Will provide superior customer service and appropriately support customers who may experience financial difficulties or vulnerability in accordance with FCA regulation.

• Working with the UK servicing team in Manila, and the wider ColCap team in Australia, the individual will support and maintain the day-to-day relationship with all key stakeholders.

• Be the point of referral for queries and decisions on individual referrals, subject to approved mandates.

• Will conduct Investigations and drafting of complaint final responses in accordance with regulatory and ColCap SLA’s.

• Work with the Servicing Manager to develop the Primary and Special Servicing manuals, ensuring they are maintained and kept up to date with prevailing UK laws and regulations.

• Manage the pipeline of upcoming product expiries by offering Product Transfers to qualifying customers, producing offers for customers/brokers and updating Coral as appropriate.

• Will facilitate changes to policy to be approved through the ColCap governance structure and work with the Manila UK servicing operation to update operational procedures to match the revised policy.

Your skills and experience

• Significant and relevant customer servicing experience ideally 3 years
• Customer focused and desire to deliver outstanding service
• Excellent attention to detail
• Superior communication skills, both verbal and written
• Team player
• Ability to work independently and pro-actively
• Experience in building out policies, processes and procedures
• MCOB, Consumer Duty, vulnerability, & PS24/2 knowledge highly desirable
• Ability to influence change across functions and levels
• Demonstrated ability to prioritise workload in a high-volume environment
• Intermediate/Advanced Excel skills
• Securitisation knowledge desirable
• Commitment to come into the office 4 days per week