Loan Servicing Case Manager

Stellar Select Ltd; Greater London; Hybrid; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Annual bonus

Pension

Private medical insurance

Life insurance

Income protection

Critical illness cover

Leave + wellbeing days

Parental pay

EAP & virtual GP

Season ticket loan

Cycle-to-work

Gym membership

Qualification support

Referral bonus

Social events

Job summary

Stellar Select Ltd is recruiting a Loan Servicing Case Manager in London hybrid, with 3 days in the office. The role focuses on onboarding and servicing Buy to Let and Bridging loans end to end, handling both performing and non-performing cases.

You will maintain borrower relationships and liaise across teams to ensure timely payments and compliant outcomes. Experience required includes complex Buy to Let lending, mortgage servicing, and managing borrower relationships.

Qualifications

• Experience in complex Buy to Let lending and mortgage servicing.
• Experience managing borrower relationships and direct customer contact.
• Understanding of arrears, receiverships and regulatory requirements.

Responsibilities

• Manage Buy to Let loan accounts end to end.
• Act as main point of contact for borrowers, delivering excellent service.
• Proactively manage portfolios of performing and non-performing loans, including arrears.
• Engage with borrowers to resolve issues and agree appropriate solutions.
• Identify risks and ensure fair customer outcomes while protecting the bank's interests.
• Maintain accurate records and ensure compliance with policies and Consumer Duty.
• Collaborate with colleagues on ad hoc projects and process improvements.

Job description

Job Title: Loan Servicing Case Manager

Location: London Hybrid 3 days in the office

Salary: Up to £55,000

Hours: Monday to Friday 9 am to 5 pm

Benefits

• Annual bonus scheme
• Pension scheme
• Private medical insurance
• Life insurance, income protection and critical illness cover
• 26 days' annual leave plus two wellbeing days
• Enhanced maternity and paternity pay
• Employee Assistance Programme and virtual GP service
• Season ticket loan
• Cycle-to-work and electric car schemes
• Discounted gym membership
• Professional qualification and development support
• Employee referral bonus
• Social events and wellbeing initiatives

About the position of the Loan Servicing Case Manager

Join an established specialist bank at an exciting time as it brings the servicing of its Buy to Let and Bridging loan portfolios back in-house. We're looking for two experienced Loan Servicing Case Managers with an exceptional understanding of complex Buy to Let lending and the ability to manage borrower relationships across a varied complex. You'll play a key role in onboarding and servicing loans end to end, covering both performing and non-performing loans, from routine account management and upcoming maturities through to arrears, defaults and more complex cases. While payment-related processes are highly automated, this is a hands-on, borrower-focused role where proactive communication, sound judgement and the ability to understand borrowers' circumstances, property portfolios and lending structures are essential.

Responsibilities required for the role of Loan Servicing Case Manager

• Manage Buy to Let loan accounts end to end.
• Act as the main point of contact for borrowers, building relationships and delivering excellent customer service.
• Proactively manage a portfolio of performing and non-performing loans, including arrears
• Engage with borrowers to resolve issues, encourage timely payments and agree appropriate solutions.
• Identify risks and ensure fair customer outcomes while protecting the bank's interests.
• Maintain accurate records and ensure compliance with internal policies, Consumer Duty and relevant regulatory requirements.
• Collaborate with colleagues and support ad hoc projects and process improvements.

Experience required for the role of Loan Servicing Case Manager

• Experience in complex Buy to Let lending, mortgage servicing or loan administration.
• Experience managing borrower relationships and direct customer contact.
• Experience in Buy to Let Arrears with a good understanding of receiverships
• Understanding of loan servicing processes, risk management and regulatory requirements.
• Excellent organisational skills, with the ability to manage and prioritise a varied caseload.
• Excellent communication, problem-solving and attention to detail.