The Role of a Post Offer and Completions team member is to be a key player in nurturing the post offer pipeline to deliver completions with best in class customer service and the highest degree of data accuracy and legal compliance. The role is essentially accountable for the customer journey from Offer to release of funds/completion.
The role holder will act as the customer’s advocate to progress to completion by managing the processes and overcoming blockages and delays. The role holder will not only work closely with StrideUp’s solicitors, but the customer’s solicitors and all relevant stakeholders, both internal and external.

The role holder will work in a pressured environment with conflicting demands. It requires skills / knowledge in:

• The processes associated with mortgage / HPP / BTL conveyancing and working with solicitors
• The risks arising from mortgage / HPP / BTL conveyancing and the risk mitigants
• Understanding and explaining complicated or technical information in a customer friendly way
• The importance of data accuracy prior to completion
• Delivering consistently high-quality service in line with both internal and regulatory standards while optimising efficiencies in a cost-effective manner.

Key Responsibilities

Completion Processing:

• Keep transactions on track for targeted completion dates
• Promptly and accurately answering all solicitor, funder or customer queries
• Ensure that all offer conditions are satisfied as appropriate
• Ensure that all documentation is completed to the required standard before requesting funds
• Liaising with Finance to arrange funds drawdown in advance of the required funding date

Quality, Risk, Compliance and Governance:

• All decisions adhere to regulatory requirements, industry standards, organisation’s risk and compliance policies
• All mandatory training is completed within the relevant timeframe to reduce potential risk factors
• Home Purchase Plan and BTL completions are processed with accuracy of all data and legal requirements

Customer Focus:

• Assess all completions with a focus on customer-centricity, ensuring that the customer journey is more than just a checklist and that a common sense approach is employed
• Provide exceptional customer service by promptly responding to inquiries from solicitors and all internal and external stakeholders
• Collaborate with cross-functional teams to improve the customer service process, contributing insights and feedback to enhance customer satisfaction

Communication:

• Clearly and effectively communicate with all Stakeholders to provide best in class completions experience
• Be open to challenge and collaborate through ad hoc levelling sessions within the wider business teams
• Step forward and share ideas - what is working well or what needs to change
• Constructively challenge processes and procedures within the business to align with StrideUp’s core strategy and values

REQUIREMENTS

• Knowledge and understanding of key risks contained in Reports on Title and/or Certificates of Title would be an advantage but full training will be provided
• Ability to manage multiple, sometimes conflicting, priorities effectively.
• Working knowledge of FCA rules including Mortgage Conduct of Business (MCOB), Consumer Duty, and KYC
• Working in customer focussed operations within a regulated financial services business.
• Role modelling organisation behaviours and values.

• The processes associated with mortgage / HPP / BTL conveyancing and working with solicitors
• The risks arising from mortgage / HPP / BTL conveyancing and the risk mitigants
• Understanding and explaining complicated or technical information in a customer friendly way
• The importance of data accuracy prior to completion
• Delivering consistently high-quality service in line with both internal and regulatory standards while optimising efficiencies in a cost-effective manner