Role purpose

The purpose of this role is to be responsible for the day to day running of servicing and special servicing processes and strategies, ensuring the business runs smoothly and ensuring SLA's, quality standards and customer service levels are achieved. Please note this is not a call centre environment.

About us

Gatehouse Bank is a subsidiary of Gatehouse Financial Group Limited, which is a holding company for Gatehouse Bank (based in London and Milton Keynes) and Gatehouse Capital (based in Kuwait). Gatehouse Bank is a Shariah-compliant bank offering savings products and finance for UK commercial and residential real estate, in addition to sourcing and advising on UK real estate investments with a focus on the build to rent sector.

Key responsibilities

Build customer loyalty through continuous improvement and ensure customer satisfaction.
Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer's needs.
Develop and maintain a working knowledge of policies, procedures and systems.
Good understanding of consumer lending activities including products and services
Prepare, reconcile and validate loan data, account reconciliations, and financial transactions for accuracy
Monitoring specific Mailbox and directs internal and external phone calls.
Provide support to other departments via incoming phone calls regarding account information. This includes answering questions, education on the product, and resolving any account issues
Ensure that all new loans are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties
Perform necessary transactions and maintenance of system records to post loan advances, loan transfers, new portfolios and/or funds and reallocation.
Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.
Maintain, manage and track all completion documents and exceptions
Ensure that all laid down procedures and policies are adhered to at all times.Skills required

Degree education or equivalent work experience.
Customer Services experience preferable, ideally in mortgages / savings servicing or bank operations.
Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
Excellent verbal and written communication skills and attention to detail.
Effective interpersonal, customer service and organisational skills are necessary.
Excellent customer service, problem resolution skills and strong PC skills.
Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests.
Ability to meet deadlines along with excellent time management skills.Additional Details

We offer highly attractive reward package; the typical benefits include:

25 days holiday entitlement increasing with service
Pension Plan
Private medical insuranceGatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed by using this link https://(url removed)/privacy-policy