Senior Credit Operations Team Member

Location: Isle of Man

Closing date: 10/12/21

Role purpose:

Working as part of the Credit Operations Team, you will be responsible for servicing all credit contracts in line with credit operations procedures. In addition administering all lending in line with approved credit limits adhering to Santander International’s risk appetite statement. You will be delivering excellent customer service to mortgage customers by ensuring that all Service Level Agreements are met and that processing is accurate and in line with standards and policy, meeting both customer expectations and business requirements in all instances. The role will support all aspects of the mortgage operational areas including sales and service and mortgage underwriting.

Key accountabilities:

  • Ensure adherence to credit operations procedures, standards and policy.
  • Adhere to procedures ensuring understanding of implications and obligations under the law.
  • Understand the implications of controls non adherence, the legal and regulatory framework and the role that they play within the team.
  • Identify and escalate issues, risks and concerns that relate to potential fraudulent activity, damage to business performance or brand.
  • Deliver quality service to mortgage customers, stakeholders, mortgage sales and service and underwriting teams.
  • Ensure ownership and rapid resolution of complex and straightforward problems impacting quality of service and customer relationships.
  • Pro-actively identify opportunities to improve efficiency and service quality by regularly challenging and suggesting process improvement initiatives.
  • Delivering excellent customer service through various communication channels such as phone calls, emails and letters.
  • Able to meet regular deadlines, standards, regulations or demands for accuracy and may be involved in some challenging situations.
  • Effectively handles all levels of enquiries.
  • Uses own initiative to ensure daily workload is prioritised and completed.
  • Contributes to the commercial plan by working closely with internal stakeholders to identify and support the development and growth of appropriate customer relationships.
  • Strives to deliver ahead of service level agreement, balancing both customer and team needs.
  • Contributes to the achievement of team goals and objectives, team clearly working in one direction.
  • Providing practical, technical and administrative help, and coordinating activities with others outside of the work group.
  • Flexible to the needs of the team and others with whom there is a relationship in particular the sales and service and underwriting teams.
  • Ideas for business improvement recognised and shared in order to support Mortgage initiatives.
  • Work in accordance with cultural and behavioural guidelines.


  • Communicating and Influencing
  • Working as a team
  • Client and Customer Orientation
  • Results Orientation
  • Innovation and Managing Change
  • Processing, Administration and Accuracy
  • Risk Management and Control
  • Service/Solutions Delivery
  • Information and Data Management
  • Business and Credit Product Knowledge
  • Previous experience and knowledge in the use of Microsoft 365 and other Office applications (Excel/Outlook/Visio/Word)

Skills / Qualifications:

  • Strong verbal and written communication skills.
  • Proactive and service orientated with strong organisational skills.
  • Interpersonal and relationship building skills essential.
  • Quality conscious and professional.
  • Understanding of role-relevant internal and external regulatory requirements.
  • Able to analyse and evaluate issues, and sound judgement to determine appropriate actions/solutions.
  • Ability to work of own initiative and prioritise own workloads.
  • Emphasis on quality and accuracy at all times.
  • Working towards a relevant industry qualification in lending desirable.

There has never been a better time to join Santander International, so if you feel that you are looking for a career that will challenge, excite and motivate you, then you are looking in the right place.

This is a permanent role working 35 hours per week, with a competitive salary and benefits package.

Santander International has a fantastic culture, is committed to, and has a strong presence in our local community and creates a sense of belonging through great social events. 

If you are interested in becoming part of our team or wish to know further information regarding this role please email Annette Cullen (Director, Human Resources) or Ryan Williams (HR Manager)  or telephone +44 1534 828 166 or +44 1534 885 122. To apply for the role, please click on the apply button so you can submit your details and your CV and covering letter.