Mortgage Administrator - Arrears and Litigation

at  CHL Mortgages

DESCRIPTION

We are looking for a Mortgage Administrator - Pre-Litigation to join our Operations team. The Mortgage Administrator - Pre-Litigation will effectively manage and deal with all aspects of processes relating to existing residential and buy to let mortgages which are progressing towards and already in litigation, unless the breach is rectified.
The Mortgage Administrator - Pre-Litigation role would suit applicants with experience in mortgage servicing with good attention to detail, who are flexible and have a desire to work hard.
The operations team currently operate a hybrid working schedule of 3 days office based and 2 days home based. We would expect full time office attendance for the probation period for training.

SKILLS KNOWLEDGE AND EXPERTISE

• A mortgage servicing background
• Previous experience of dealing directly with customers, both over the telephone and by written correspondence
• Previous experience of working successfully within a busy team, whilst interacting with colleagues with a view to providing excellent customer service.
• The ability to work in a process driven environment.
• Organised, Responsible self-motivated and driven to achieve results.
• Gathering/Research/ Analytical & Accuracy skills.
• The ability to work in a process driven environment, with set KPI’s.
• GCSE Math’s & English (Min Level C)

• Review accounts from the Pre-litigation work queue
• Assess the suitability of each individual case
• Ensure all relevant contact has been attempted and no agreement can be met
• Work closely with Asset Management Team to achieve both a timely and satisfactory conclusion.
• Provide a prompt and comprehensive telephone response to all customer and third-party queries.
• Provide a prompt reply to all written customer correspondence.
• Take ownership of case load any queries that arise from this and ensure these are investigated. Refer queries as appropriate and ensure all queries are placed with the correct department.
• Prepare court packs for possession cases
• Upload cases to solicitors portals
• Issue legal letters and liaise with solicitors sending these
• Ensure that all invoices relating to legal costs are correctly processed within time scales.
• Identify a possible complaint case and strive to satisfy customer grievance promptly.
• Liaise with the other departments within the Company to ensure optimum service for the borrower and to minimise risk for the Company.
• To ensure that all documentation is completed accurately and in a timely manner for review at appropriate times & with recommendations for strategy to be agreed.
• Ensure that all invoices are correctly processed within time scales.