Kind Consultancy is working with a well established Specialist Buy-to-Let lender which is currently seeking a Head of Mortgage Servicing to join them in a permanent, full-time role paying up to £75,000 with a hybrid work model requiring 4 in-office days per week in Kent.

The Head of Mortgage Servicing will oversee the daily operations of the team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers, with key responsibilities including:

• Leading and supervising a small team of customer servicing specialists, providing guidance and support to achieve team objectives.
• Developing and maintaining effective relationships with internal stakeholders, including senior management and colleagues.
• Collaborating with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
• Developing and maintaining effective and collaborative relationships with external parties such as brokers, valuers, third party servicing provider and solicitors.
• Staying updated on industry best practices, regulatory changes, and market trends.
• Identifying opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
• Developing and managing the team’s performance metrics and KPIs, ensuring targets are met or exceeded.
• Attending monthly governance meetings with the business’s funders to discuss Servicing updates.
• Assisting customers with inquiries about mortgage payments, account balances, payment history, and loan modifications.
• Updating and reviewing internal processing guides and procedures.
• Completing regular quality assurance checks on teams tasks.
• Reviewing and actioning internal referrals and complex enquires from Solicitors and borrowers.
• Assisting with monthly finance reporting – showing an understanding of how transactions impact various stakeholders (client, servicer and mortgage funder).
• Liaising with the Finance and Data teams on non-standard transactions.

Our ideal candidate for the Head of Mortgage Servicing opportunity:

• Has 3+ years of previous experience in loan servicing
• Possesses in-depth knowledge of mortgage servicing processes and arrears management
• Has strong leadership and team management skills, with the ability to coach, motivate, and develop team members
• Demonstrates excellent communication abilities

If you’re interested in the Head of Mortgage Servicing role, you have the skills, experience and knowledge we’re looking for, and are based in or can commute to Kent, please apply with an updated CV today.