Mortgage Servicing & Client Care Specialist

Stellar Select; Watford; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Private Medical Healthcare

Dental Scheme

Additional half-day annual leave on my

Annual leave purchase scheme

Pension Scheme

Perk box

Free eye tests

Christmas and Summer Social Events

Top Performers Dinner each quarter

Fresh fruit in the office

20 days holiday plus public and bank-h

Job summary

Stellar Select is seeking a Primary Servicing Account Manager for our Watford office. You will be the trusted point of contact for customers, providing clear guidance, practical support, and a consistently high level of service in a fast-paced mortgage environment.

This role focuses on managing calls, reviewing account uploads, processing payments, and ensuring accuracy across daily cash allocations while building strong customer relationships.

Qualifications

• Experience in customer service within financial services is essential.
• Experience in servicing existing mortgage or loan accounts is highly advantageous.
• Well organised.
• Self-motivated and proactive.
• Able to work under pressure.
• Good telephone skills and attention to detail.

Responsibilities

• Managing all incoming calls, correspondence and emails efficiently and within agreed SLAs.
• Reviewing and verifying all new account uploads to ensure accuracy and completeness.
• Preparing and submitting BACS files, and promptly actioning any unpaid Direct Debits or other outstanding payments.
• Managing daily cash allocation, ensuring all funds are accurately applied to the correct accounts, including reconciliation against company bank accounts.
• Managing all Servicing team banking activities, including cash and card allocations, redemptions and part settlements.
• Scanning and maintaining Title updates on the relevant customer files.
• Processing and allocating all redemption and capital reduction funds against loans through to redemption and completion.
• Managing Deed of Postponement and Easement requests through to completion.
• Ensuring all required printing is completed and dispatched within agreed SLAs.
• Managing E-DS1 uploads, Payment Holiday overpayments, exits and refunds, and reviewing the Credit Arrears Report.
• Liaising with solicitors and following up on outstanding or missing Title Registrations.
• Preparing and submitting the monthly CRA (CAIS) return in line with required deadlines.
• Reviewing and actioning accounts showing a credit balance at month end using the Daily Arrears Report, and escalating relevant cases to the Senior Servicing Manager.
• Following the established invoice process, reviewing and approving invoices for payment within the appropriate mandate.
• Implementing Bank of England base rate changes and managing associated complaints where required.
• Handling calls from customers and third parties, providing support with loan administration and resolving queries in a professional and timely manner.
• Undertaking any other duties or responsibilities as required to meet the evolving needs of the department.

Skills

Well organised

Self-motivated and proactive

Good telephone skills

Job description

Stellar Select is seeking a Primary Servicing Account Manager for our Watford office. You will be the trusted point of contact for customers, providing clear guidance, practical support, and a consistently high level of service in a fast-paced mortgage environment.

This role focuses on managing calls, reviewing account uploads, processing payments, and ensuring accuracy across daily cash allocations while building strong customer relationships.