Mortgage Advice Team Leader

Customer Services

Ref: 1249Wednesday 14 April 2021

£depending on experience

Our client is a friendly, trusted and reliable financial services provider, who pride themselves on highly personal service, contactable employees and the ability to make a difference.

They are seeking a Mortgage Advice Team Leader to lead and manage their Mortgage Advisors to provide a first-class service to customers and external stakeholders. This is a fantastic opportunity for someone who perhaps wants to step away from the advisory side of mortgages, and step into their first leadership role.

Duties will include: -

  • Manage the advisory function to ensure service delivery within SLA’s to avoid customer dissatisfaction.
  • Manage the Lending into Retirement Strategy, ensuring all calls are carried out in accordance will policy and any concerns flagged and monitored.
  • Ensure all insurance activity complies with ICOBS to avoid regulatory fines and reputational damage.
  • Receive, log, investigate and respond to customer complaints and where necessary make recommendations to amend/improve processes to reduce customer dissatisfaction.
  • Carry out monthly monitoring of mortgage/insurance advisors in line with the monitoring framework to ensure that all mediation activity is in line with documented procedures and meets all regulatory requirements of MCOB and MCD.
  • Identify and address training / development needs for each of your team members.

The successful candidate will have:

  • Full CeMap qualification
  • Previous mortgage advisory experience
  • An understanding of PRA, FCA, MCOB, MCD, DPA, Money Laundering and Data Security
  • Ideally some prior leadership experience (desirable)

Whilst our clients head office is based near Burnley, they are very open to flexible working week i.e., some days in the office and others remote working.