ABOUT CHETWOOD BANK:

We’ve been challenging the way financial services firms should operate ever since our launch back in 2016. From day one, we’ve been focused on helping customers underserved by the mainstream banks, creating highly targeted products to meet their specific needs. Today, we focus on mortgage and savings products. We understand real people and their real lives, and our simple, clear approach is designed to help customers make sense of their money. We work hard to make sure customers get the quick and helpful support they need in the moments that matter, when they matter. We’re a secure, stable, and well-funded bank backed by a large investor. We generate funding using retail deposits through our savings brand, SmartSave.

SKILLS AND EXPERIENCE

• Working in a similar fast-paced mortgage lending environment in a completions management role
• Solid exposure to leading a team within an origination mortgage environment will add value to an application, with a hands-on approach to delivering an exceptional level of service.
• Representative as the SME for Mortgage Operations with key stakeholders across the business
• An excellent understanding of mortgages /underwriting
• IT literate, including Outlook and Microsoft Excel
• Excellent verbal and written communication skills
• Up-to-date knowledge of FCA /PRA and all relevant regulatory requirements
• Excellent organisational skills
• Strong attention to detail and experience working directly with customers account data as well as any sensitive data
• Presentation skills
• Ability to prioritise tasks and manage time effectively
• Flexible approach and attitude

ROLE PURPOSE:

Manage a Mortgage operational team with responsibility for the completions of all loans, ensuring staff are trained and competent to manage lending risk and to deliver quality customer service and successful customer outcomes
Ensure compliance and adherence at all times to policy and regulatory requirements
Ensure that Mortgage Operations business targets and objectives are met within regulatory and legislative requirements. Assess referrals from the team to ensure compliance with policy and regulatory principles and all necessary actions have been attempted / taken prior to escalation to a different area of the department / business.

RESPONSIBILITIES:

• Ensuring that the team is lead from the front to provide good outcomes for our brokers/customer
• Ensure that all referrals to underwriter are informative, thorough, and accurate, offering opinion for a reasonable outcome
• Ensure maximum pipeline and team efficiency, redeploying/reallocating tasks and resource where necessary to maximise output
• Ensure all funding is requested in time for completions requested, working closely with the finance team
• Provide operational support to all mortgage operations teams when required.
• Point of escalation to support the team with complex solicitor/servicing queries
• Achieve and maintain the teams SLAs across all customer contact channels throughout operating hours, and communicate risks in a timely manner
• Achieve and maintain the teams KPI’s, and communicate risks in a timely manner
• Work with the Underwriting Manager, Broker Support Team Leader’s and Head of Secured Lending Operations to support the QA function, and champion QA to agents
• Identify and drive positive change and improvements across the business
• Ensure process, procedure and policy is adhered to across the team
• Work collaboratively across Mortgage Operations to achieve our objectives
• Develop the team through coaching plans, and empower them to make decisions and take considered risks, with collective and individual responsibility
• Actively demonstrate our values and expect this of others
• Identify any common trends and root cause analysis to ensure changes/adaptations are made swiftly to avoid repeat occurrences.
• Ensuring the team remains motivated and staff retention remains focused.
• Work with team members to document SMART goals, and objectives and hold people to account for delivery
• Deputise where required for a line manager and support other areas of the business where workloads allow.
• Develop effective relationships with managers and staff in all business areas, to understand their business issues and priorities.