Job title: Completions Support Administrator
Location: Milton Keynes
Closing date:
Job Summary
The role will work closely in conjunction with the other colleagues and teams to support the smooth transition of Home Finance applications through the customer application journey. Responsibility of supporting applications through the offer process and in particular supporting the application through the completions process in an efficient and timely manner.
Use experience and skills to process elements applications within agreed SLAs whilst adhering to the Banks Credit Risk and AML (Anti-money laundering) governance and guidelines.
Key responsibilities
- Administer applications that are post offer with end-to-end case ownership to ensure overall positive broker / customer outcomes.
- Assess and process applications in line with Credit Policy CDD (Customer Due Diligence) guidelines and standard operating procedures to support the aim of the Bank to be recognised as a specialist financier by brokers and customers.
- Support the Bank to deliver an outstanding level of service and be recognised externally for doing so.
- Effective pipeline management. Work cases in an efficient manner utilising the processes and policies in place to contribute to the business meeting agreed Service Level Agreements both internally and externally.
- Work collaboratively with all functions and business areas ensuring excellent customer service.
- Effective management of post offer telephony communications. Managing inbound and outbound calls in line agreed Key Performance Indicators (KPIs).
- Manage all completion related checks prior to funds being released.
- Assist with management of Completions workflow s and managing replies within agreed Service Level Agreements.
- Act as the primary point of contact for all external solicitors, ensuring timely exchange of information and documentation.
- Assist with printing and signing of necessary land registry documents on a weekly basis to be shared with solicitors.
- Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
- Demonstrate strong customer focus, both internally and externally and where applicable promote improvements in customer processes, policies, and engagement.
- Build and maintain lasting working relationships with fellow colleagues and any relevant external contacts.
- Always demonstrate the Banks ROC Values & Behaviours.
- Support the development of a strong team with high standards of risk awareness and ethical behaviour.
- Follow all policies, procedures, frameworks, rules, and regulations (and any other related documents) applicable to you as an employee of Gatehouse Bank in the performance of your duties.
- Ensure that the Bank is managed safely by escalating any issues to line management on a timely basis. This includes notification of all risk events.
In addition to the responsibilities summarised above, you are required to comply at all times with the Conduct Rules set out in the FCA Handbook and the PRA Rulebook.
Skills and qualifications required
- Experience within a home purchase plan or other financing related process driven operational team.
- Ability to support and guide colleagues and a passionate about inspiring and nurturing others for sustained employee engagement.
- Service excellence delivery for customers.
- Time management.
- Business strategic planning.
- Fraud risk and compliance awareness.
- GCSE English and Mathematics (or equivalent).