ColCap Financial Group
Loan Servicing Administrator
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ColCap Overview
ColCap is a leading and privately owned non-bank lender operating in the Australian and UK markets. ColCap specialises in prime mortgage loans and has a loan portfolio in excess of $20 Billion.
ColCap has warehouse funding lines with both domestic and overseas banks which provide competitive and diverse funding and is an experienced issuer of Residential Mortgage Backed Securities.
Role Overview
The Servicing Administrator is instrumental in supporting Servicing in ensuring that the ColCap UK mortgage portfolio is serviced in accordance with the agreed Policies and Procedures and that ColCap UK achieves its aims of managing a profitable mortgage portfolio with outstanding customer outcomes.
Key Responsibilities:
- Key owner and administrator of the Coral servicing platform working to deal with customer requests in accordance with strict SLA’s, working to task flows and time-based reminders from Monday.com.
- Providing superior customer service and appropriately supporting customers who may experience financial difficulties or vulnerability.
- The role holder will be required to have a good understanding of the UK mortgage market and be able to apply this knowledge consistently in accordance with the ColCap policy.
- Working with the Loan Servicing Manager (LSM) UK and the servicing team in Manila, the individual will support and develop the day-to-day relationship including with the staff that work for AAA (our associate company who deal with international cases).
- Point of referral for queries and decisions on individual referrals, subject to approved mandates.
- Identifying complaints and expressions of dissatisfaction and escalating to the LSM.
- Suggesting changes to policy to be approved through the servicing team governance structure. The role holder will also work with the Manila UK servicing operation to improve operational procedures to improve both quality and consistency.
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Servicing Responsibilities:
- Adhering to a ‘best in class’ servicing ethos and delivery of outstanding customer outcomes.
- Assisting with queries and tasks from the Manila UK servicing team.
- Actioning Monday.com task boards in particular redemption statements, redemptions and part repayments.
- Assisting with the pipeline of product expiries by responding to broker and customer requests, sending offers and making changes to Coral following customer acceptance.
- Management and resolution of UK servicing referrals.
- First class communication with customers on the phone and in writing.
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Knowledge, Qualifications and Competencies:
- Relevant customer servicing experience ideally 2 years or more in a financial services environment.
- Customer focused and desire to deliver outstanding service.
- Excellent attention to detail.
- High personal quality standards.
- Superior communication skills, both verbal and written.
- Good team player.
- Ability to work independently and pro-actively.
- Ability to influence change across functions and levels.
- Demonstrated ability to prioritise and manage workloads in a high-volume environment.
- Intermediate/Advanced Excel skills.
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