Analyst

Roles and responsibilities-

 

 Ensure completeness and accuracy of Entity records achieving a correct balance between required quality targets and ensuring that key productivity deliverables are met
 Manage and resolve conflicts related to sourcing and inconsistencies in data and documentation via discussions or escalate to relevant team / function
Review and screen residential and LTD company (in both individual names and trading companies names) property valuations ensuring these meet minimum standards, acceptance criteria and within agreed SLAs.
· Protect the customer and the Bank by having a strong knowledge of Mortgage servicing
· Support the management of a large volume of Mortgage servicing, and work is prioritised
accordingly to deliver against service KPIs
· Adhere to Standard Operating Procedures when solving customer/broker queries
•    Managing all inbound and outbound Post, identifying priority for allocation to team
•    Managing all inbound emails, identifying priority for allocation to team
•    Managing safe storage and return of customers original documentation and legal correspondence
•    Processing of automated customer mailings
•    Identification of Customer Complaints and Vulnerable customers

 

Must have skills-

• Good communication (Written English). 
• Experience with Mortgage query handling and customer servicing via chat/e-mail/calls
• Good understanding of the UK mortgage market with experience of handling mortgage queries
• Experience of working within a high paced environment, managing high volumes with prioritisation
skills ensuring KPIs and SLAs are adhered to
• Ability to work collaboratively with the onshore teams through effective communication skills
• Strong attention to detail, utilising your knowledge and support tools to progress mortgage
queries correctly
• Strong verbal and written communication skills to ensure a smooth experience for Brokers and
customers
• Have a proactive and professional approach to drive a right first-time outcome for the customer
• Compliance with monthly quality checks ensuring accuracy on cases worked
• Experience in the validation of customer data 
• Understanding of UK legislation
• Very strong interpretation and articulation skills
• Excellent Keyboard skills and should be familiar with working on a laptop
• Strong typing skills with a minimum of 45 words per minute
 • 100% shift adherence and demonstrate flexibility to work in shifts
Have a proactive and professional approach to drive a right first-time outcome for the
customer
· Compliance with monthly quality checks ensuring accuracy on customer service outcome

 

Mandatory Skills: Mortgage(Originations) .

 

Experience: 1-3 Years .

 

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