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Are you currently working in mortgage services and have experience of post completion mortgage accounts? Do you have excellent customer service skills?

Recent winners of the Fastest 50 growing companies in Yorkshire, as we continue on with our growth plans, we are looking for a Mortgage Customer Account Manager to assess mortgage applications from our existing customers and to effectively manage post completion queries.

Come and join our small, friendly and growing team and 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


Responsible for managing and maintaining post completion Lifetime Mortgage Customer Accounts.

To assess mortgage applications from existing customers who want further borrowing or to move home, in addition to other post completion queries. Providing the highest level of customer service and ensuring all queries are actioned within agreed service Levels.

Key Outputs

  • Deal with inbound Customer Account post completion calls.
  • Manage applications from existing customers moving home from enquiry to completion.
  • Underwrite additional lending applications from enquiry to completion.
  • Underwrite post completion valuation reports and prepare offers with the relevant special conditions added.
  • Accountability for own underwriting decisions.
  • Monitor property sales upon customer deaths.
  • Deal with any post completion changes to the property i.e part sale of land or adding or removing a borrower.
  • General maintenance of customer accounts ensuring that all client file notes are always complete and up to date.
  • Uphold the core values of Pure Retirement.
  • Liaise with valuers, solicitors and intermediaries as appropriate.
  • Ensure all business written complies with the Company's and funder's lending criteria.
  • Adhere to all anti-money laundering, data protection and other regulatory requirements.
  • Ensure all applications comply with Equity Release Council Guildlines.
  • Report any concerns to Team Manager
  • Contribute to the development of Company's TCF policy and T&C regime.
  • Other ad hoc duties are required
This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

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.
  • In depth knowledge of post completion servicing processes.
  • The individual should be a team player with excellent customer focus and an effective communicator. They should also be able to handle

Skills & Experience

  • Analytical and methodical thinking
  • Excellent customer service skills and telephone manner
  • Excellent empathy skills and caring compassionate nature
  • Good technical ability
  • Good decision making skills
  • Excellent organisation skills and ability to prioritise workload
  • Proven experience of dealing with post completion Mortgage Accounts
  • Previous experience in equity release
  • Financial Services Mortgage Underwriting experience


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

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