Mortgage Maturity & Retention Specialist

Newbury Building Society; Thatcham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Newbury Building Society is seeking a customer-focused team member to support our retention strategy by managing mortgage maturities and coordinating product switch activities. You will handle enquiries, book adviser appointments, and ensure timely processing of maturities.

You will work closely with RMAs, brokers, and colleagues, maintaining accurate maturity tracking and meeting SLAs. The role offers training to learn our processes and opportunities to contribute to service improvements in a

Qualifications

• Experience of working with customers to ensure the highest quality service experience.
• Evidence of excellent written and verbal communication skills.
• Competent in the use of Microsoft packages - Word, Excel, Outlook and Office 365.

Responsibilities

• Manage mortgage maturities and meet agreed SLAs
• Proactively contact customers to arrange adviser appointments
• Process product switch offers and completions
• Maintain accurate maturity tracking

Skills

Customer service

Communication

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Office 365

Job description

Newbury Building Society is seeking a customer-focused team member to support our retention strategy by managing mortgage maturities and coordinating product switch activities. You will handle enquiries, book adviser appointments, and ensure timely processing of maturities.

You will work closely with RMAs, brokers, and colleagues, maintaining accurate maturity tracking and meeting SLAs. The role offers training to learn our processes and opportunities to contribute to service improvements in a