Primary Servicing Account Manager

Enra Specialist Finance; Watford; On-site; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Private medical healthcare

25 days annual leave

Volunteer days

Job summary

Enra Specialist Finance is seeking a proactive Primary Servicing Account Manager who delivers outstanding service and helps customers navigate their financial journey with confidence.

You will manage calls, post and emails within SLAs, handle account uploads, payments, cash allocations, and loan-related processes while supporting the Servicing Team in a fast-paced environment.

Qualifications

• Preferably educated to Degree level.
• Experience in Customer Service/Arrears Management within Financial Services is preferable.

Responsibilities

• Dealing with all calls, post and emails effectively within agreed SLAs.
• Checking of New Account Uploads.
• Submitting of BACS files and actioning unpaid direct debits or payments.
• Cash allocation to ensure funds are applied to the correct account and checking company bank accounts.
• Dealing with Servicing team banking including cash/card allocation, redemption, and partial settlements.
• Scanning Title updates to files.
• Actioning and applying redemption and capital reduction funds to loans to redemption/completion.
• Processing Deed of Postponement and Easement requests to completion.
• Ensuring printing is completed and sent within SLAs.
• Handling E-DS1 Uploads, Payment Holiday Overpayments exits & refunds, and Credit Arrears reports.
• Addressing missing title registrations with solicitors.
• Managing cash/redemption allocations at month end; may extend beyond 17:30.
• Dealing with CRA Returns (CAIS).
• Checking and actioning accounts in credit at month-end and reporting to Senior Servicing Manager.
• Processing Monthly Consolidation refunds from Finance.
• Adhering to Invoice Processes for payments (subject to mandate).
• Handling exceptions between Phoebus and Fusion.
• Processing Base Rate changes & complaints.
• Assisting in system testing (Phoebus or others).
• Supporting Senior Servicing Manager & Head of Group Servicing for effective operations.
• Taking calls from customers and third parties to assist in loan administration and queries.
• Duties may change as required.

Skills

Telephone skills

Team player

Attention to detail

Negotiation

Self-motivated

Proactive

Organised

Education

Degree level

Job description

We're looking for a proactive and customer-focused Primary Servicing Account Manager who thrives on delivering exceptional service, helping customers navigate their financial journey with confidence.

If you enjoy solving problems and making a real difference for customers in a fast-paced environment, we'd love to hear from you.

If this sounds like you, then this could be the perfect next step in your career.

Key Accountabilities

• Dealing with all calls, post and emails effectively and to within agreed SLAs
• Checking of New Account Uploads
• Submitting of BACS files and actioning any unpaid direct debits or payments.
• Dealing with all cash allocation to ensure funds are applied to the appropriate account. This will include checking the company bank account(s).
• Dealing with all Servicing team Banking including Cash/Card Allocation, Redemption, Part Settlements etc
• Scanning Title updates to files
• Actioning and applying all redemption and capital reduction funds to loans to redemption/completion.
• Actioning all Deed of Postponement, Easement requests to completion
• Ensuing all Printing is undertaken and sent within agreed SLAs
• Dealing with E-DS1 Upload, Payment Holiday Overpayments Exit & Refunds - Credit Arrears Report.
• Dealing with Solicitors Missing Title Registrations
• Dealing with Cash/Redemption allocation last working day of the month which may go beyond the time of 1730.
• Dealing with CRA Return (CAIS)
• Checking and Actioning any Accounts in Credit at month end (From the Daily Arrears report) and updating the Senior Servicing Manager on any cases.
• Actioning the Monthly Consolidation Refunds from Finance
• Adhering to the Invoice Process to check and pass for payment any invoices. (subject to mandate).
• Dealing with any Exceptions between Phoebus and Fusion
• Actioning any B of E Base Rate Changes & Complaints.
• Assisting the team with any Phoebus or system(s) Testing
• Assisting the Senior Servicing Manager & Head of Group Servicing to ensure the effective operation of the Servicing Team.
• Taking Calls from customer and third parties to assist in the administration of their loans and any queries they may have.
• This list is not exhaustive, and the duties are liable to change from time to time in line with the needs of the department.

Skills & Competencies

• Good telephone skills
• Ability to work as part of a team and on own initiative
• Attention to detail
• Strong negotiation skills
• Self-motivated
• Proactive
• Logical and organised

Knowledge & Qualifications

• Preferably educated to Degree level
• Previous Customer Service/Arrears Management is preferable (but not essential) within a Financial Services organisation

Personal Attributes

• Calm and self-assured
• Well organised
• Punctual
• Able to work under pressure

Why Join Us?

At Enra Specialist Finance, we’re growing fast and looking for ambitious people who want to be part of our exciting journey. We’ll give you the tools, training, and support you need to succeed, while offering clear opportunities to progress your career.

Alongside this, we offer a strong benefits package, including private medical healthcare, 25 days' annual leave, paid volunteering days, and a host of additional benefits.

At Enra we believe that working together collaboratively is the best way to serve our customers and develop our colleagues. We are very focused on developing and maintaining our culture and remaining dedicated to the CREDIT values on which Enra was built: Customers, Results, Energy, Development, Invention and Teamwork.

We live and breathe these values every day and want to ensure they underpin our future success. So, if you want to build a career in specialist finance, with an employer focused on providing brilliant customer service, lending responsibly, and creating a great office environment to develop its people, then look no further than Enra.