• Manage and progress mortgage applications across residential, Buy-to-Let, and bridging lending in line with Afin’s policies, procedures, and agreed SLAs.
• Support applications throughout the lending journey, including application processing, document review, valuations, offer, and completion activity where applicable, ensuring case records and data remain accurate, complete, and auditable.
• Respond promptly and professionally to broker and customer queries, complaints, and requests, providing clear guidance and resolving technical or process queries where appropriate.
• Liaise effectively with brokers, solicitors, valuers, and internal teams to progress applications and resolve queries, escalating complex cases, risks, or issues appropriately.
• Support the Bank’s complaints and vulnerable customer processes, ensuring concerns are identified, recorded, and managed fairly and in accordance with policy.
• Support post-completion and mortgage servicing activity in accordance with agreed processes and procedures.
• Maintain high standards of service, quality, and productivity, taking ownership of personal performance and supporting quality assurance and remediation activity where required.
• Collect and share broker and customer feedback, using this alongside operational experience to identify opportunities to improve products, processes, systems, and lending journeys.
• Contribute to the development and testing of new lending products, processes, and procedures, working collaboratively across Afin and supporting the continued development of the Lending Operations function.
• In addition, the Lending Support Officer may also provide general lending administrative and operational support for post-completion servicing, related functions including loan reporting and analytics and remediation management.

As a new bank, the LSO team may also be involved in the design and build of new processes, procedures, and supporting documentation and operational readiness. The role offers an ongoing opportunity to shape and deliver an industry-leading proposition.

The Successful Candidate Will Have:

• Minimum 2 years' experience in lending operations, mortgage administration, or customer service within a financial services environment.
• Bridging experience strongly advantageous.
• Strong organizational and time-management skills.
• A customer-first mindset with the ability to handle complex or sensitive cases professionally.
• Excellent problem-solving and decision-making abilities.
• A collaborative approach and willingness to support colleagues.
• A growth mindset and enthusiasm for learning within a fast-growing bank.
• An understanding of Commercial Mortgages would be an advantage for future growth.
• Communication skills – the ability to actively listen and clearly deliver written or verbal responses in a friendly and professional manner.
• Problem-solving skills: A LSO requires effective problem-solving to analyse a situation efficiently, this may include escalating the issue to the relevant department where necessary.
• Relationship management skills: the role of the LSO links in with various 3rd parties, internal teams, and third parties.

Salary

£33,000 - £43,000 a year

Benefits and Values

Our Values

• Curiosity
• Togetherness
• Empowerment
• Innovation

Benefits

Our benefits package consists of but not limited to:

• 6x life assurance
• 26 days annual leave
• BUPA private medical insurance
• 15% pension (5% employee contribution and double matched as 10% employer contribution)
• Annual discretionary bonus eligibility
• Access to a suite of competitive benefits under Health and Wellbeing
• Colleague social events
• Birmingham office-specific weekly treats such as Cake Wednesdays and Drinks Fridays

If you're passionate about delivering outstanding service, enjoy working in a collaborative environment, and have experience supporting mortgage applications from start to finish, we'd love to hear from you. Join Afin Bank and help us deliver an exceptional lending experience for our brokers and customers.