Mortgages Completions Deputy Team Manager

Kensington Mortgage Company Limited; Windsor; Remote; GBP 31,000; Full time

Job summary

An established industry player is seeking a Completions Consultant (Deputy Team Manager) to support the Team Manager in ensuring all financial controls and service requirements are met. This role involves managing a team, ensuring quality processing of applications, and maintaining customer satisfaction. The ideal candidate will have experience in a mortgage completions environment and possess strong leadership skills. Join a company that values professional development and promotes a diverse and inclusive culture, where your contributions will make a significant impact.

Benefits

25 days holiday

Professional development opportunities

Inclusive workplace culture

Qualifications

• Experience in a mortgage completions team is essential.
• Ability to lead and motivate a team effectively.

Responsibilities

• Manage daily team workflows ensuring high customer service standards.
• Develop and implement training programs for new starters.

Skills

Analytical Skills

Customer Service

Complaint Handling

Team Leadership

Risk Assessment

Education

GCSE with 5 passes Grade C or above including English & Maths

Tools

Mortgage Processing Systems

Job description

Mortgages Completions Deputy Team Manager (021665) Maidenhead, England

Salary: GBP31000 - GBP31000 per annum

Completions Consultant (Deputy Team Manager)

Location: Remote(We can only consider candidates with the right to work in the UK at this time)

Working Hours: Full Time (Monday - Friday 09:00 - 17:30)

Salary: Up to £31,000 + 25 days holiday and a fantastic range of benefits which can be found HERE

The Completions Consultant will support the Team Manager ensuring that all financial controls, quality, regulatory, responsible lending and service requirements are maintained.

They will ensure that all COT’s are loaded and mortgage conditions are met before a loan can move to funds requested.

They will also be responsible for case allocation within the team, liaising with treasury on funds and managing the team’s daily productivity metrics.

They will be responsible for developing and implementing a training programme for new starters in order to get them mandated.

Completing monthly audit checks on data integrity and accuracy for the team & on any securitisation audits.

As well as the above the individual will be required to own and manage a pipeline of offered cases. Maintaining the highest levels of customer service and quality while continually improving the operational efficiency and service delivery of the department are all key areas of this role.

Key Accountabilities

Customer and Relationship Management

• Responsible for the daily productivity stats ensuring delivery of Service Excellence
• Ensure the highest quality of processing COTs
• Liaise with Third Party Solicitors , valuer’s and internal customers to ensure service standards are at the appropriate level
• Responsible for supporting any complaints escalated in the team
• Adhere to the Underwriting Policy and meet the team SLA’s and KPI’s.
• Act as an escalation point for the team effectively handling any escalated issues referring to other areas/your line manager
• Confirm completeness of all applications prior to funds release approval

People Management

• Manage a full case pipeline to agreed service standards managing stakeholders expectations at all times
• Deputise for the Completions Team Manager in leading, motivating and managing the performance of the team to maximise team performance and ensure that work is completed within SLA’s
• Own the training, coaching and identity development requirements of new members of the team.
• Work together across the department to ensure overall departmental objective met in terms of quality, service delivery and budget management.
• Ensure adequate staffing levels and prioritisation of work to achieve the agreed performance targets
• To act as point of contact for the Service Quality Department with regard to any complaints which been received & feedback to the team.

Process Management

• Manage daily team workflow’s effectively and fairly ensuring highest standard of customer service delivery through effective case allocation
• Responsibility for a minimum of 50% of the monthly audits undertaken within the team. Report and monitoring of teams performance to demonstrate competency. Monitor the business process to maximise team efficiency, business conversion and process timings
• Become a point of expertise for the team, advising on technical, product, policy, procedural and customer issues
• Identify improvements to performance and team processes through Continuous Improvement.
• Ownership for updating of the process and procedure manuals in line with agreed policy.

Risk and Compliance Management

• Ensure adequate controls are in place to manage authorisation of cases for funds release.
• Ensure responsibilities regarding Treating Customers Fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company’s internal policies.
• Monitor and manage all activity in the team to ensure that it operates within regulatory guidelines.
• To ensure that all team members are trained so that all complaints are correctly identified and actioned in accordance with the Complaint Handling Procedures.

Experience, Knowledge, Skills

• Ability to analyse and provide accurate MI & performance measures
• Ability to assess and mitigate risk within the team and process including complaint handling and audit requirements
• Ability to competently use all the systems relevant to the role
• Ensure key business targets and performance indicators are achieved
• Experience in a mortgage completions team is essential
• Experience of leading teams in a mortgage environment is desirable
• Telephone experience including complaint handling essential.
• Leadership , Coaching & Development experience
• Educated to at least GCSE level standard, with 5 passes Grade C or above including English & Maths
• Good knowledge of residential and Buy to Let underwriting processes

Why Join Kensington Mortgages

At KMC our employees are the heart of our success. We strive to create a workplaces that promotes professional development and work-life balance.

Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued.

As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression