Customer Service Representative (UK/mid shift)

Colcap Servicing Pty Ltd - Philippine Branch Office; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Colcap Servicing Pty Ltd - Philippine Branch Office is seeking a mortgage servicing professional to focus on retaining customers, managing transfers, and handling inquiries with care and efficiency.

You will collaborate with underwriting, compliance, and finance teams to optimise servicing processes while ensuring data quality and regulatory compliance.

Qualifications

• Ideally experience in mortgage or loan servicing.
• Clear and professional communication.
• Ability to work under deadlines and pressure.

Responsibilities

• Oversee mortgage servicing, respond to customer inquiries, and resolve issues promptly.
• Coordinate with brokers, solicitors, and other third parties to resolve account-related issues.
• Ensure data quality, GDPR/Privacy compliance, and accurate record-keeping.

Skills

Communication

Attention to detail

Customer focus

Analytical thinking

Mortgage servicing experience

Work under pressure

Team collaboration

MS Office (Word/Excel)

Tools

Microsoft Word

Microsoft Excel

Job description

As part of our team, you will have the chance to work on the first true “fully digital”, direct-to-consumer mortgage lender in the UK and collaborate with talented colleagues. We offer growth opportunities and a supportive work culture that encourages creativity and personal development.

If you are ready to push the boundaries, think outside the box, and be part of something truly special, then we want to hear from you!

Responsibilities

• The role will specialise in retaining customers, identifying upcoming maturity dates and proactively offering suitable replacement products.
• Manage Product Transfer cases from initial eligibility checks through to offer and completion.
• Oversee all aspects of mortgage servicing, including customer queries, investigations and other standard operating procedures.
• Respond to customer enquiries via email, call and letter. Resolving issues promptly and professionally.
• Manage and control inbound and outbound calls regarding a customer’s mortgage, contact can be with customers, brokers, solicitors etc and therefore excellent verbal communication skills is essential.
• Conduct regular reviews of mortgage cases as directed by the LSM to ensure compliance with company policies and regulatory guidelines.
• Coordinate with receivers, lawyers, local authorities and other third parties to address and resolve account-related issues, including collection/recovery.
• Ensure compliance with reglatory requirements, internal policies and industry standards in all servicing activities.
• Maintain accurate records of loan transactions, customer communications, account modifications and updates in the servicing system.
• Proactively identify opportunities to improve customer satisfaction, implementing solutions to enhance the servicing experience.
• Prepare periodic reports and contribute to team projects.
• Attending to LSM enquiries and direction by providing quick, accurate and correct responses and resolution.
• Completing detailed administrative duties and using UK based websites and other resources to gather further information about our customers and securities.
• Collaborate with internal departments, including underwriting, compliance, finance and completions to optimise servicing processes and resolve escalated issues.
• Regularly communicating with team members and colleagues to obtain updates and making sure that messages, updates and initiatives are clearly understood.
• Ensuring data quality and integrity; adhering to GDPR/Privacy Act principles.

Tasks being actioned:

• Sending quotes of our latest rates to brokers and customers with the aim of retaining the customer, liasing with both parties throughout the journey.
• Inputting Product Transfer rates into the system.
• Making follow up calls to borrower’s on reversionary rates to gain interest in our available products.
• Calculating and capturing broker procuration fees ready for payment.
• Other tasks such as investigation of company alerts, chasing the registration of our charge at companies house and land registry and distributing letters such as rate change and welcome letters.
• Following up alerts pertaining to missed payments or direct debit failures for resolution with the customer, monitoring accounts for payment.
• PePs and sanctions checking.
• Investigation into returned mail and ad hoc letters we may receive from local authorities.
• Investigate source of funds and provide LSM with a clear line of sight as to the origin of lump sum repayments
• Assist with loan payoff processing, including preparing payoff (redemption) statements and ensuring accurate application of final payments.Tasks being actioned:
• Sending quotes of our latest rates to brokers and customers with the aim of retaining the customer, liasing with both parties throughout the journey.
• Inputting Product Transfer rates into the system.
• Making follow up calls to borrower’s on reversionary rates to gain interest in our available products.
• Calculating and capturing broker procuration fees ready for payment.Other tasks such as investigation of company alerts, chasing the registration of our charge at companies house and land registry and distributing letters such as rate change and welcome letters.
• Following up alerts pertaining to missed payments or direct debit failures for resolution with the customer, monitoring accounts for payment.
• PePs and sanctions checking.
• Investigation into returned mail and ad hoc letters we may receive from local authorities.
• Investigate source of funds and provide LSM with a clear line of sight as to the origin of lump sum repayments.
• Assist with loan payoff processing, including preparing payoff (redemption) statements and ensuring accurate application of final payments.

Qualifications and Skills

• Excellent verbal and written communication skills with a focus on clarity and professionalism.
• Strong attention to detail to identify errors before they elevate.
• Positive attitude and commitment to achieving the best outcomes for customers.
• Strong analytical abilities to assess situations and deliver effective solutions.
• Previous experience in mortgage or loan servicing preferred.
• Essential customer service experience.
• Ability to work effectively under pressure and meet deadlines.
• Strong planning, organizing, multi-tasking, and problem-solving skills.
• Proficiency in software applications, including email, Microsoft Word, and Excel.