Senior Servicing Account Manager

Stellar Select Limited; England; Hybrid; GBP 46,000 - 55,000; Full time

Job summary

A recruitment agency is seeking a Senior Servicing Account Manager in North West London. This pivotal role includes managing mortgage accounts in arrears, ensuring compliance, and providing excellent customer service. The successful candidate will work in a hybrid environment, balancing office and home responsibilities. Essential qualifications include knowledge of the collections process, compliance understanding, and great attention to detail. This position provides a unique opportunity to impact customer outcomes in a specialist lending market.

Qualifications

• Knowledge of the collections and litigation process.
• Understanding of compliance requirements, including Treating Customers Fairly (TCF) and Consumer Duty.
• Experience in collections, litigation, or loan servicing, ideally with exposure to term-expiring mortgages.

Responsibilities

• Manage and support customers with 1st and 2nd charge mortgages in arrears.
• Monitor, track, and discuss payment plans with customers.
• Oversee term-expiring mortgages, ensuring smooth transitions.
• Instruct and liaise with solicitors regarding litigation matters.
• Provide timely, professional responses to customer queries.
• Handle and resolve complaints demonstrating empathy.
• Collaborate effectively with colleagues across multiple departments.
• Maintain accurate and up-to-date records.
• Identify and implement process improvements.

Skills

Knowledge of collections and litigation process

Strong attention to detail

Excellent team player

Collaborative skills

Experience in collections, litigation, or loan servicing

Job description

Overview

Job Title: Senior Servicing Account Manager

Location: North West London

Salary: Up to £55,000 depending on experience plus benefits

Working Hours: Monday to Friday, 9 am to 5.30 pm

Hybrid: 4 days in the office and one day at home

About the role

Our client is strengthening its position in the specialist lending market, providing a range of mortgage, bridging, and development finance products (both regulated and unregulated). They pride themselves on offering tailored property finance solutions for customers who may not fit the standard high street bank criteria.

As a Senior Servicing Account Manager, you will play a pivotal role within the mortgage servicing and collections team. Working closely with the Servicing and Collections Manager, you will help ensure effective reporting, monitoring, and day-to-day servicing of customer accounts.

This is an excellent opportunity for someone looking to develop their career in specialist lending, with scope to make a real impact on customer outcomes and operational efficiency.

Responsibilities

• Manage and support customers with 1st and 2nd charge mortgages in arrears, ensuring timely resolutions and clear communication.
• Monitor, track, and discuss payment plans with customers to help them stay on track.
• Oversee term-expiring mortgages, ensuring smooth transitions and proactive customer engagement.
• Instruct and liaise with solicitors regarding litigation matters, maintaining compliance and accuracy.
• Provide timely, professional responses to customer queries, delivering an excellent service experience.
• Handle and resolve complaints during the informal stage, demonstrating empathy and problem-solving skills.
• Collaborate effectively with colleagues across multiple departments to achieve business objectives.
• Maintain accurate and up-to-date records, ensuring compliance with internal and regulatory standards.
• Identify and implement process improvements, contributing to greater efficiency and customer satisfaction.

Experience required

• Knowledge of the collections and litigation process.
• Understanding of compliance requirements, including Treating Customers Fairly (TCF) and Consumer Duty.
• Strong attention to detail.
• Excellent team player with collaborative skills.
• Experience in collections, litigation, or loan servicing, ideally with exposure to term-expiring mortgages.

For more information regarding the role of Senior Servicing Account Manager, please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.