Job Description

Role Purpose

• Taking ownership and being accountable of mortgage applications, from initial submission through to offer, delivering a seamless service to brokers and partners
• Reviewing and screening residential owner occupied and buy to let (in both individual names and trading companies names) mortgage applications to understand the customer and application type, ensuring the correct packaging requirements are set
• Applying a future thinking, holistic approach by anticipating the need of the underwriter, this will be done through:
  o Understanding and assessing the risk of the application
  o Using and interpreting lending policy to ensure the case meets the packaging guidelines
• Being responsible for the quality of data, identify and correct inaccuracies, including customer personal data, property portfolio and income and commitments, including the validation of documentation
• Working to agreed deadlines, meeting and exceeding set SLAs at each touchpoint
• Managing all mortgage documents and supporting information, by assessing and validate documents, ensuring they meet the relevant policy and regulatory guidelines.
• Ensuring the case is managed through the relevant systems, ensuring one customer and application record that is reflective of the information required to manage risk and deliver for our customers, including using relevant third party websites and systems, e.g. Companies House
• Having the ability to review and asses key documents and mortgage information, such as:
  o Income evidence; payslips, P60’s, SA302’s, financial accounts and business plans etc
  o Proof of ID, proof of address
  o Buy to let portfolio’s etc
  o Credit reference reports, EPC reports, Companies House searches
• Undertaking required Customer due-diligence through:
  o Document assessment and validation; proof of ID, proof of address
  o Ensure accuracy of data from a customer identity perspective
  o Ensure CDD policies are adhered to
• Protecting the customer and the Bank by having a strong knowledge of anti-money laundering policies and fraud prevention processes. Identification of potential external fraud, and scheme misuse to protect the bank against possible bad debts, referring to the relevant team
• Adhering to required data management standards by applying the correct updates and notes in a clear and concise way
• Maintaining strong technical system knowledge of mortgage origination systems and the wider supporting systems (quest, lender hub, kama etc.)
• Delivering against service KPIs, ensuring efficiency and effectiveness targets are met
• Understanding of system rules and affordability calculators to ensure adherence to policy and bank risk appetite
• Adhering to all Standard Operating Procedures across the application journey
  Review and screen residential owner occupied and buy to let (in both individual names and trading
  companies names) mortgage applications to understand the customer and application type,
  ensuring the correct packaging requirements are set
• Review the quality of data and identify inaccuracies including customer personal data, property portfolio and income and commitments, ensuring the mortgage application is set up for success and ready to be underwritten
• Regularly reviewing mortgage applications against agreed deadlines to ensure cases are
  progressed in a timely and accurate manner

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Do

### **Support process by managing transactions as per required quality standards**

	- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

	- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

	- Update own availability in the RAVE system to ensure productivity of the process

	- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

	- Follow standard processes and procedures to resolve all client queries

	- Resolve client queries as per the SLA’s defined in the contract

	- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

	- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

	- Document and analyze call logs to spot most occurring trends to prevent future problems

	- Maintain and update self-help documents for customers to speed up resolution time

	- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

	- Ensure all product information and disclosures are given to clients before and after the call/email requests

	- Avoids legal challenges by complying with service agreements

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### **Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Assist clients with navigating around product menus and facilitate better understanding of product features

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Maintain logs and records of all customer queries as per the standard procedures and guidelines

	- Accurately process and record all incoming call and email using the designated tracking software

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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### **Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed