Reports to: Customer Service Team Manager
About the Role
The Loans Administrator plays a vital role in supporting both the Customer Services Team and our Customers with the servicing of their Specialist Mortgages accounts. You will process a broad range of requests accurately and efficiently, ensuring each task is completed to a high standard and within internal service levels.
- Acting as the first point of contact for inbound calls, providing clear and professional support to customers and/or their appointed representatives.
- Managing the shared servicing inbox, logging enquiries, and allocating tasks to the relevant colleagues in line with internal processes.
- Setting up new customer files and ensuring all system entries are complete and accurate.
- Updating customer information including address changes, contact details and Direct Debit amendments.
- Producing and issuing customer documentation such as ad‑hoc statements, certificates of interest, annual statements and rate‑change letters.
- Reviewing security documentation to support charge registration and liaising with legal representatives where required.
- Supporting colleagues, senior team members and the Head of Department with operational tasks, team initiatives and project activities.
- Identifying issues, escalating risks and contributing to process improvements across the department
- Previous experience in financial services, mortgage servicing, loan administration or another high‑volume processing environment is desirable but not essential.
- Strong administrative background with experience handling large volumes of customer data and documentation.
- Excellent communication skills, both written and verbal.
- Highly organised with strong attention to detail.
- Comfortable working at pace, managing multiple tasks and deadlines.
- Customer‑focused, with a commitment to delivering clear, accurate and helpful support.
- Proactive, willing to take ownership and see tasks through to completion.
- A strong team player, happy to support colleagues and contribute to team success.
- Adaptable and keen to learn, with an interest in developing expertise in specialist mortgage servicing
- Competitive remuneration
- Discretionary annual bonus
- Annual pay review
- Private Medical Insurance (Bupa)
- 25 days annual leave (increasing with service) + Holiday Buy Scheme
- Cycle to Work Scheme & Green Car Scheme
- Enhanced family leave policies
- Study support & professional membership
- Interest‑free season ticket loan
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Loans Administrator employer: Hollybank Trustees Ltd
At Kingspan Light, Air + Water, we pride ourselves on fostering a collaborative and supportive work environment in Havant, where our Data Centre Customer Service Specialists play a crucial role in delivering exceptional service to our customers. We offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company while enjoying a culture that values teamwork and innovation. With a focus on employee well-being and a commitment to sustainability, working with us means being part of a forward-thinking organisation that truly cares about its people and the planet.
