Lending Support Specialist

Chetwood Bank; Wrexham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A UK-based digital bank is seeking a Lending Support Specialist in Wrexham to join the Mortgage Operations team. This role involves supporting brokers throughout the mortgage application process, handling queries, and ensuring compliance with company guidelines. The ideal candidate will have front-line experience in customer service within the mortgage sector, strong communication skills, and the ability to thrive under pressure. Benefits include a competitive salary, hybrid working, and additional holiday for your birthday.

Benefits

Competitive salary

25 days holiday PLUS your birthday off

Pension contribution

Life Assurance

Private medical, dental, and optical insurance

Free breakfast

Qualifications

• Experience in front-line broker/customer service within mortgages.
• Proven track record of understanding brokers’ needs.
• Able to remain calm under pressure.

Responsibilities

• Discuss lending policy and guide brokers through the mortgage application.
• Develop relationships with brokers to understand their business issues.
• Handle telephone, live chat, and written inquiries from intermediaries.

Skills

Communication skills

Customer service experience

IT literacy, including Microsoft Office

Job description

Lending Support Specialist - Wrexham

Salary:
As a Lending Support Specialist you will be working as part of the Mortgage Operations team and will hold an in-depth knowledge of our products, processes, and policy to enable them to provide a high-quality, broker-driven mortgage-related service. Responsible for onboarding new broker registrations and ensuring existing brokers continue to meet the required criteria for panel membership as per company guidelines. Handling calls and live chat from brokers who require help prior to submission, focusing on understanding their needs and identifying the ways in which to help, while supporting other areas of the Mortgage Operations team. Supporting the Mortgage Operations team with processes to ensure all SLAs are met.

Key Responsibilities

• Discuss lending policy, processes, and products and guide through the mortgage application system/aid submission.
• To develop key relationships with brokers to understand their business issues and priorities.
• Handle telephone, live chat and written enquiries from intermediaries and deal with all administration processes to enable new and continued business
• Dealing with queries on how to structure a case and general broker inquiries pre-DIP/FMA.
• Owning and resolving issues and understanding how and when to escape.
• Developing and building effective working relationships with key stakeholders within and outside of the immediate business area.
• Supports Mortgage Operations teams with sending out Mortgage offers, allocating post and emails and any other adhoc projects /processes as required

Skills, Knowledge and Expertise

• An experience of working in a relevant environment market/context, i.e. front-line broker/customer service within mortgages
• A proven track record of understanding brokers’ needs and delivering excellent customer service; able to remain calm under pressure
• IT literate, including Microsoft Office
• Strong professional communication skills, both oral and written with experience in sharing information effectively, in a clear, concise, and professional manner
• Experience in making timely and informed decisions
• Flexibility and open to change and innovation

Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working – Wrexham
• Free breakfast available

About Chetwood Bank

We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.Cifas The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.