📍 Location: Head Office, London

🕘 Hours: Monday to Friday, 9:00am–5:30pm

🔄 Working Pattern: Hybrid (50/50)

👤 Reports to: Customer Service Team Manager

🏦 Department: Customer & Service Operations

🔍 About The Role

The Loans Administrator plays a vital role in supporting both the Customer Services Team and our Customers with the servicing of their Specialist Mortgages accounts. You will process a broad range of requests accurately and efficiently, ensuring each task is completed to a high standard and within internal service levels.

💼 Key Responsibilities

• Acting as the first point of contact for inbound calls, providing clear and professional support to customers and/or their appointed representatives.
• Managing the shared servicing inbox, logging enquiries, and allocating tasks to the relevant colleagues in line with internal processes.
• Setting up new customer files and ensuring all system entries are complete and accurate.
• Updating customer information including address changes, contact details and Direct Debit amendments.
• Producing and issuing customer documentation such as ad-hoc statements, certificates of interest, annual statements and rate-change letters.
• Reviewing security documentation to support charge registration and liaising with legal representatives where required.
• Supporting colleagues, senior team members and the Head of Department with operational tasks, team initiatives and project activities.
• Identifying issues, escalating risks and contributing to process improvements across the department.