Company Description
Bluestone Mortgages is a fast growing, dynamic, customer focussed, complex credit lender, focused on supporting disenfranchised customers to achieve their dreams of home ownership. We are on a mission to become the best complex credit lender in the UK and we’re looking for people who are passionate about supporting customers. As well as people who are ambitious, creative and resourceful to help us grow and support an ever increasing demand for our products and services.
We balance technology with personable and empathic people to create a powerful force in the intermediary mortgage market, utilising a holistic approach to assessing our customers' circumstances to ensure we give credit where credit is due.
If you’re willing to roll up your sleeves, contribute to new ideas and believe anything is possible, you’re our kind of person!
Job Description
Job Overview:
Reporting to the Head of Mortgage Servicing, the Special Servicing Team Leader will use their knowledge and experience to efficiently deliver all Special Servicing tasks to a high quality, whilst ensuring fair customer outcomes are achieved.
Core responsibilities
- Oversee the completion of special servicing team tasks (e.g. early arrears through litigation to shortfall recovery).
- Manage the Special Servicing team to meet/exceed set standards through achieving agreed performance objectives and key performance indicators.
- Ensure the inbound telephone line is appropriately staffed to maintain a high level of customer service, that outbound contact attempts (both by frequency and method) are made in line with the company’s expectations, and that post & emails are appropriately responded to.
- Undertake Quality Control activity of arrears call handling and record keeping to ensure all work is completed to a high standard and in compliance with all relevant legal, regulatory and internal policy & procedure requirements.
- Lead the review and improvement of existing procedures, written correspondence and system solutions.
- Liaise with and oversee the performance of our third party service providers, including acting as a mandated decision maker and performing quality reviews.
- Manage vulnerable customers in line with company policy.
- Provide subject matter expertise and coaching to improve team performance and manage complex customer circumstances.
- Ensure accurate and complete customer records are maintained, including detailed rationale to support decision making and outside mandate approvals.
- Manage assigned portfolio of loans in Arrears.
- Work in partnership with other departments in Bluestone to meet business objectives.
- Adhere at all times to the principles of Treating Customers Fairly.
- Working in line with Company and legislative requirements in Health, Safely & Welfare for both self and others.
Qualifications
Skills & Requirements - State Essential and Desirable
- Strong experience of special servicing processes (such as early arrears, application of forbearance, litigation and repossession management).
- Great organisational and administrative skills with a proven ability to prioritise tasks and maintain service levels.
- Strong leadership and people skills.
- Strong communication skills (written and oral).
- MS Office and/or Google experience.
- Understanding of DPA/GDPR principles.
- Adaptability and flexibility.
- Able to work to tight deadlines.
- Team player.
Additional Information
Your Wellbeing – we take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
- Contributory pension scheme & death in service
Your lifestyle – it is important that you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Competitive Salary
- 26 day’s annual leave
- Pension
- Hybrid Working
- Offices in London and Sheffield
- Positive and supportive environment
Your contribution – We’re focused on rewarding those that go the extra mile in helping us achieve our goals
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
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