Mortgage Retention Administrator

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

You will play a key role in supporting our retention strategy by helping customers stay with us, delivering a smooth and efficient product switch journey. Working closely with RMAs, brokers, and internal colleagues, you will manage and process product maturities, acting as a key point of contact for customer queries. What you'll be doing

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

At Newbury Building Society, our customers are at the heart of everything we do. If you have a passion for first-class customer service, effective communication skills and a desire to learn, you could be the person we're looking for., A strong customer focus

• Clear and confident communication skills
• Ability to organise, prioritise, and meet deadlines
• A proactive and accountable approach
• A collaborative team player

If you're organised, customer-focused, and thrive in a supportive environment, we would love to hear from you. You will be provided with all the training and guidance you need to learn our processes and to become a confident member of this dynamic team. Why choose us? We want to help you develop - we are accredited by the Financial Services National College for the quality of our learning and development practices. No matter your role, there will be opportunities to take on new responsibilities and be involved in projects to further your career.

Essential skills and experience

• Experience of working with internal and/or external, 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.

Desirable skills and experience

• General understanding of the Financial Services industry.
• Understanding of mortgage products & processes.
• Ability to identify and suggest process improvements.