What you will be doing:
This exciting vacancy is working as part of our Credit Operations Team 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.
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:
Managing Risk:
- 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.
- Adopt and own the I AM RISK framework.
Customer:
- 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.
- Displays flexibility to meet business and customer needs.
- Delivering excellent customer service through various communication channels such as phone calls, emails and letters.
Operational Activities:
- Able to meet regular deadlines, standards, regulations or demands for accuracy and may be involved in some challenging situations.
- Emphasis on quality and accuracy.
- 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.
Team Working
- 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.
- Team colleagues supported on a daily basis.
- Flexible to the needs of the team and others with whom there is a relationship in particular the sales and service and underwriting teams.
- Expertise shared amongst team colleagues.
- Ideas for business improvement recognised and shared in order to support Mortgage and Operations initiatives
- Work in accordance with cultural and behavioural guidelines.
Professional & Team Development:
- Keeps Personal Development Plan relevant, realistic and updated - takes ownership and drives personal career development needs.
- Updates self with all changes in terms of products, processes and standards.
- Determines and challenges own priorities and defines what should be done and how to do it.
- Able to adapt own approach as deemed appropriate to getting the job done.
- Ensures all recordable events relevant to role are passed within required time frame.
- Understands, contributes to and implements change successfully.
- Participates positively and actively at team meetings.
- Ensures that all training is recorded and where appropriate logged in Continuing Performance Development file in a timely manner.
What you will bring:
- Communicating and Influencing
- Working as a team and team management
- 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
- Office 365, Word, Excel
Knowledge and 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.
It would also be nice for you to have:
- Previous experience in banking, customer service, or a related field is advantageous.
What else you need to know:
This is a permanent role working 35 hours per week, with a competitive salary and benefits package and is based in the Isle of Man.
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.
Santander International has a fantastic culture, is committed to, and has a strong presence in our local communities and creates a sense of belonging through great social events.
To apply for the role, please click on the apply button so you can submit your details, your CV and covering letter.