Mortgage Servicing Associate (12 month fixed-term contract)

Job Description

Are you ready to step into a role that puts our members at the heart of what we do? We’re looking for a dedicated Mortgage Servicing Associate to join our team on a 12-month fixed-term contract to support our Mortgage Servicing Team. In this role, you’ll be helping ensure that every interaction with our members is seamless, professional, and aligned with our commitment to delivering excellent service.

What will you be doing?

As a Mortgage Servicing Associate, you’ll play a key role in supporting our members’ needs by managing their mortgage servicing inquiries and requests. Reporting to the Mortgage Servicing Team Leader, you’ll contribute to an efficient, effective, and customer-centric operation. You’ll work collaboratively within our team and across departments to ensure that our standards and processes are upheld and enhanced.

Your key tasks and responsibilities will include:

• Providing exceptional service to members via phone, email, and written communication.
• Managing incoming calls and conducting proactive outbound calls to deliver a high-quality customer experience.
• Accurately maintaining customer records, updating systems, and following all Society policies and procedures.
• Working with Risk, Quality, and Compliance teams to identify and address any service deficiencies.
• Making timely, informed decisions in line with Society guidelines and manuals.
• Handling all departmental administration efficiently and accurately.
• Supporting and driving continuous improvement initiatives to enhance department efficiency.

What type of person will you need to be?

We’re looking for someone who is approachable, customer-focused, and proactive. You’ll need to be comfortable managing multiple tasks, with an eye for detail and a commitment to quality. A team player with excellent communication skills, you’ll be motivated to learn and improve, always putting our members’ needs first. Your ability to handle inquiries with empathy and clarity will be key to success in this role.

Essential Qualifications and Experience

• Experience in a similar customer service or administrative role.
• Minimum of five GCSEs at grade C or above.
• Strong communication and interpersonal skills, with proficiency in Microsoft Office.
• Ability to thrive in a busy, dynamic environment.

Monmouthshire Building Society values the diversity that all sections of the community can bring to our Society, we welcome applications from everyone who shares our values.

As a financial services organisation regulated by the PRA and FCA our staff must be honest, financially sound and maintain high levels of competence and capability in their role. Therefore our pre-employment checks include adverse credit checks and criminal records checks (DBS checks) for all roles. DBS checks are at a basic disclosure level for the majority of roles but at the standard level for certain roles covered by the Certification and Senior Managers Regime.

Job Types: Full-time, Temporary
Contract length: 12 months

Pay: £23,749.00 per year

Benefits:

• Additional leave
• Company events
• Cycle to work scheme
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• Monday to Friday
• No weekends

Work Location: Hybrid remote in Newport NP20 1PX