Mortgage Operations Specialist (6-Month Contract)

Afin group; Birmingham; Sur place; GBP 30 000 - 40 000; Plein temps

Avantages offerts par ce poste

6x life assurance

26 days annual leave

BUPA private medical insurance

15% pension (employer matched)

Résumé du poste

Afin Bank, a new UK bank, is seeking a Lending Support Officer to join the Lending Operations team on a permanent basis. The role supports mortgage applications across residential, Buy-to-Let and bridging lending, ensuring accurate processing and regulatory compliance while delivering excellent customer service.

With at least 2 years in lending operations or mortgage administration, you will manage case records, liaise with brokers and solicitors, and contribute to process improvements.

Qualifications

• Minimum 2 years' experience in lending operations, mortgage administration or customer service within a financial services environment.
• Strong organisational and time-management skills.
• A customer-first mindset with the ability to handle complex or sensitive cases professionally.
• Excellent problem-solving and decision-making abilities.
• A collaborative approach and willingness to support colleagues.
• A growth mindset and enthusiasm for learning within a fast-growing bank.
• An understanding of Commercial Mortgages would be an advantage for future growth.
• Communication skills – the ability to actively listen and clearly deliver written or verbal responses in a friendly and professional manner.
• Problem-solving skills: a LSO requires effective problem-solving to analyse a situation efficiently, this may include escalating the issue to the relevant department where necessary.
• Relationship management skills: the role of the LSO links in with various 3rd parties, internal teams and third parties.

Responsabilités

• Manage and progress mortgage applications across residential, Buy-to-Let and bridging lending in line with Afin's policies, procedures and agreed SLAs.
• Support applications throughout the lending journey, including application processing, document review, valuations, offer and completion activity where applicable, ensuring case records and data remain accurate, complete and auditable.
• Respond promptly and professionally to broker and customer queries, complaints and requests, providing clear guidance and resolving technical or process queries where appropriate.
• Liaise effectively with brokers, solicitors, valuers and internal teams to progress applications and resolve queries, escalating complex cases, risks or issues appropriately.
• Support the Bank’s complaints and vulnerable customer processes, ensuring concerns are identified, recorded and managed fairly and in accordance with policy.
• Support post-completion and mortgage servicing activity in accordance with agreed processes and procedures.
• Maintain high standards of service, quality and productivity, taking ownership of personal performance and supporting quality assurance and remediation activity where required.
• Collect and share broker and customer feedback, using this alongside operational experience to identify opportunities to improve products, processes, systems and lending journeys.
• Contribute to the development and testing of new lending products, processes and procedures, working collaboratively across Afin and supporting the continued development of the Lending Operations function.
• In addition, the Lending Support Officer may also provide general lending administrative and operational support for post-completion servicing, related functions including loan reporting and analytics and remediation management.
• As a new bank, the LSO team may also be involved in the design and build of new processes, procedures and supporting documentation and operational readiness. The role offers an ongoing opportunity to shape and deliver an industry leading proposition.

Connaissances

Customer service

Organisational skills

Problem solving

Communication

Relationship management

Collaborative mindset

Growth mindset

Commercial mortgages

Description du poste

Afin Bank, a new UK bank, is seeking a Lending Support Officer to join the Lending Operations team on a permanent basis. The role supports mortgage applications across residential, Buy-to-Let and bridging lending, ensuring accurate processing and regulatory compliance while delivering excellent customer service.

With at least 2 years in lending operations or mortgage administration, you will manage case records, liaise with brokers and solicitors, and contribute to process improvements.