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Are you currently working in Financial Services? Are you organised, with a keen attention for detail and can prioritise and work to strict deadlines? Are you a confident communicator with an excellent telephone manner? Are you able to work in a friendly manner with a strong emphasis on customer services and empathy?

Work for our industry award winning company and build on your existing career.

Reports to

Customer Account Team Manager


Thorpe Park, Leeds

Hours of work

37.5 per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role)

The Role


To support the Customer Account Managers in the management and maintenance of all post completion Lifetime Mortgages.

Providing the highest level of customer service and ensuring all queries are actioned within agreed service levels.

Key Outputs

  • Answer and manage Customer Account Inbound Calls
  • Assess and process applications for pre-agreed further lending
  • Follow processes to ensure the property is occupied as part of our mortgage terms and conditions
  • Data Input, including credit searches, flood maps, instructing valuers and solicitors and land registry checks
  • Distribution of Mortgage offers for further lending and moving home
  • Manage Lifetime Mortgage Annual statements
  • Ensure all lifetime mortgages have adequate Buildings Insurance in place to comply with company guidelines
  • Request and log receipt of Death certificates accurately
  • To keep up to date with product and lending criteria to ensure brokers are given correct information at all times
  • General administration duties including dealing with inbound and outbound post and file scanning
  • Comply with FCA regulations
  • To comply with company standards and policies, e.g. Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.
  • Other ad hoc administrative duties as required
  • To take responsibility for ad hoc projects requested by the Customer Service Team Manager

The Person


  • A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work.
  • Must have the ability to prioritise and work to strict deadlines. An approachable, customer service focused individual who has good technical ability, shows excellent attention to detail and a proven ability to work using own initiative.
  • The individual should be a team player with excellent customer focus and an effective communicator. They should also be able to handle

Skills & Experience

  • Proven experience of working in Mortgage Administration
  • Excellent customer service and telephone manner
  • Excellent Empathy skills and caring compassionate nature
  • Excellent administrative Skills
  • Good Technical Ability
  • Experience of dealing with post completion Mortgage Accounts
  • Experience in Equity Release


  • Grade C or higher in Maths & English GCSE or equivalent
  • CeMap
  • CeRER

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