Customer Underwriting Support Officer - London, United Kingdom - LANDBAY

LANDBAY
LANDBAY
Verified Company
London, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Customer Underwriting Support Officer:


About Landbay
We are an award-winning mortgage platform, created for our customers, designing better ways to buy-to-let. Our vision is to become the 'go-to' funding partner in the private rental sector. At Landbay, we focus on the customer.

And we bring together the best people and partners, leveraging our data, technology and market expertise - to give people what they really need.


Join Landbay and you'll be part of a growing, ambitious and supportive team, where everyone is encouraged to contribute, regardless of age or experience.

Our team, our community, and the wider world matters to us, as much as the work we do. We're building a company we love, and we hope you'll love it too.


The role


This role requires excellent communication skills, strong mortgage product knowledge, excellent attention to detail, and the ability to build and maintain positive relationships with brokers.


Responsibilities

Reactive Broker/Third Party Support:


  • Reply to live chat via
  • Complete all new broker registrations to activate a broker within SLA.
  • Complete all necessary due diligence on new direct broker registrations, including searching and recording for Equifax and Companies House.
  • Ensure high levels of customer satisfaction by providing professional and courteous service to brokers.

Proactive Broker/Third Party Support:


  • Make outbound calls to provide updates and gather information at check points according to internal policy.
  • Work with Underwriters to contact brokers and third parties to gather and chase outstanding documentation.
  • Contact third party agents for outstanding documentation/information (including valuers, solicitors etc).

Mortgage Product Knowledge:


  • Maintain a comprehensive understanding of Landbay's mortgage products, eligibility criteria, and lending policies.

Communication and Relationship Building:


  • Establish and maintain positive and productive relationships with brokers, understanding their individual requirements and preferences.

Data Management:


  • Accurately record all interactions with brokers in the CRM system, VIC, including call logs, notes, and followup actions.

Compliance and Quality Assurance:


  • Adhere to all regulatory requirements and internal policies related to mortgage lending and customer interactions.
  • Ensure ID&V requirements are maintained according to policy.
  • Maintain highquality service standards and ensure compliance with Landbay's customer service policies.

Underwriting Administration:


  • Document management, saving and assigning forms and documents to cases.
  • Progressing cases when administration points completed.
  • Checking ID documents supplied via IDVerse.
  • Updating customer cases when information received from brokers/solicitors/conveyancers.
  • Conduct and update credit searches.
  • Carry out ad hoc administrative tasks as required.

Desired Skills & Experience

  • Previous experience in a customer service role, ideally within a mortgage or financial services environment.
  • Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
  • Strong knowledge of mortgage products, underwriting processes, and lending guidelines.
  • Customerfocused with a proactive and problemsolving attitude.
  • Ability to multitask and manage time effectively in a fastpaced environment.
  • Proficiency in using CRM systems and other relevant software.
  • High attention to detail and accuracy in data entry and information sharing.
  • Team player with the ability to collaborate effectively with crossfunctional teams.

Location & Logistics
Position is based in Victoria, Central London, reporting to the Underwriting Admin Team Leader.


Company benefits

  • Generous holiday entitlement
  • Flexibility to work from home up to 3 days per week
  • Generous pension scheme
  • Health insurance
  • Enhanced maternity / paternity leave
  • Volunteering & wellbeing days
  • Electric vehicle scheme
  • Life insurance
  • Cycletowork scheme
  • Regular social events
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