MERJE
Mortgage Customer Outcomes Specialist
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Mortgage Customer Outcomes Specialist
c.£40,000 pro rata
9 months contract
Home based UK wide
Are you an experienced mortgage servicing professional with a passion for delivering good customer outcomes?
We're recruiting on behalf of a well-established, FCA-regulated mortgage lender seeking a Mortgage Customer Outcomes Specialist to join its Operations team. This is a unique opportunity to move into an oversight role where you'll review complex mortgage servicing decisions, work closely with an outsourced mortgage servicer and help ensure customers receive fair, consistent and compliant outcomes.
This role would particularly suit someone with experience across mortgage servicing, arrears, financial difficulty, complaints or quality assurance who enjoys analysing complex cases and influencing positive customer outcomes.
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The Role
You'll be responsible for reviewing complex mortgage servicing referrals, assessing whether customer cases have been managed appropriately and making decisions where authority sits outside the outsourced servicer's mandate.
Working closely with the Head of Risk & Compliance, you'll:
- Review complex mortgage servicing referrals and provide clear, well-reasoned decisions.
- Ensure cases have been handled in line with Consumer Duty, FCA requirements and internal policy.
- Assess customer support options for borrowers experiencing financial difficulty or vulnerability.
- Provide feedback to the mortgage servicer and identify opportunities to improve customer outcomes.
- Produce management information and support governance reporting.
- Attend regular servicing meetings, monitor trends and help drive continuous improvement.
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About You
We're keen to hear from individuals with experience in areas such as:
- Mortgage servicing
- Residential mortgage arrears
- Financial difficulty or forbearance
- Customer outcomes
- Complaints
- Mortgage quality assurance or case review
You'll also have:
- Experience within a regulated mortgage or financial services environment.
- A good understanding of mortgage regulation, including MCOB and Consumer Duty.
- Excellent analytical skills and sound judgement.
- Strong communication skills with the confidence to challenge where appropriate.
- The ability to balance regulatory expectations with good customer outcomes.
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