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For Companies At a Glance
- Tasks: Support the Completions Team Manager and oversee daily operations in mortgage completions.
- Company: Kensington Mortgages provides specialist mortgage solutions, helping customers when high street lenders can't.
- Benefits: Enjoy competitive salary, 25 days holiday, remote work, and a range of fantastic perks.
- Why this job: Join a supportive team focused on customer service and professional development in a diverse workplace.
- Qualifications: Experience in mortgage completions, leadership skills, and strong communication abilities are essential.
- Other info: This role is remote for UK residents only; embrace a culture that values diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote (UK residents only)
Working Hours: Monday - Friday 09:00 - 17:30
Salary: Competitive plus 25 days holiday and a fantastic range of benefits.
About Us
At Kensington Mortgages, we have been leading the way in providing specialist mortgage solutions for over 25 years. We are dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - it is what we call the 'Kensington Difference'. As a wholly owned subsidiary of Barclays Bank UK PLC, we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority.
What You Will Be Doing
The Completions Consultant will play a crucial role in supporting the Completions Team Manager. You will ensure that all financial controls, quality standards, regulatory, responsible lending practices and service requirements are constantly met. This role will deputise for the Completions Team Manager and responsibilities will include overseeing allocation, liaising with treasury on funds, ensuring that all Certificates Of Title (COTs) are loaded and mortgage conditions are met before a loan can move to funds requested. You will be responsible for developing and implementing a training programme for new starters in order to get them mandated. As well as the above, the individual will be required to own and manage a pipeline of offered cases. Maintaining the highest levels of customer service and quality while continually improving the operational efficiency and service delivery of the department are all key areas of this role.
Key Accountabilities
- Customer and Relationship Management: Responsible for the daily productivity stats ensuring delivery of Service Excellence. Ensure the highest quality of processing Certificate Of Title (COTS). Liaise with Third Party Solicitors, valuers and internal customers to maintain service standards. Responsible for supporting any complaints escalated in the team. Adhere to the Underwriting Policy and meet the team SLAs and KPIs. Act as an escalation point for the team effectively handling any escalated issues referring to other areas/your line manager.
- People Management: Manage a full pipeline of cases, ensuring service standards are met while managing stakeholders' expectations. Deputise for the Completions Team Manager in leading, motivating and managing team performance. Own the training, coaching and identity development requirements of new members of the team. Ensure adequate staffing levels and prioritisation of work to achieve performance targets.
- Quality Assurance and Compliance: Work together across the department to ensure overall departmental objectives are met in terms of quality, service delivery and budget management. Manage daily team workflows effectively and fairly ensuring the highest standard of customer service delivery through effective case allocation. Responsibility for a minimum of 50% of the monthly audits undertaken within the team. Report and monitor the team's performance to demonstrate competency. Monitor the business process to maximise team efficiency, business conversion and process timings. Become a point of expertise for the team, advising on technical, product, policy, procedural and customer issues. Ensure adequate controls are in place to manage authorisation of cases for funds release. Ensure responsibilities regarding Treating Customers Fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company's internal policies. To ensure that all team members are trained so that all complaints are correctly identified and actioned in accordance with the Complaint Handling Procedures.
Experience, Knowledge, Skills
- Proven experience in a mortgage completions team is essential.
- Leadership, Coaching & Development experience.
- Strong telephone experience, including complaint handling (FPOC).
- Ability to analyse and provide accurate MI & performance measures.
- Ability to competently use all the systems relevant to the role.
- Ensure key business targets and performance indicators are achieved.
- Good knowledge of residential and Buy to Let underwriting processes.
Why Join Kensington Mortgages
At KMC, our employees are the heart of our success. We strive to create workplaces that promote professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression.
Completions Deputy Team Manager (Consultant) employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Completions Deputy Team Manager (Consultant)
✨Tip Number 1
Familiarise yourself with the mortgage completions process and the specific responsibilities of a Completions Deputy Team Manager. Understanding the nuances of the role will help you articulate your relevant experience and how it aligns with Kensington Mortgages' expectations.
✨Tip Number 2
Network with current or former employees of Kensington Mortgages on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and the team dynamics, which can be beneficial during interviews.
✨Tip Number 3
Prepare to discuss your leadership and coaching experiences in detail. Since this role involves managing a team and developing new starters, having concrete examples ready will demonstrate your capability to fulfil these responsibilities effectively.
✨Tip Number 4
Stay updated on the latest trends and regulations in the mortgage industry. Being knowledgeable about current practices will not only impress your interviewers but also show that you are proactive and committed to maintaining high standards in your work.
We think you need these skills to ace Completions Deputy Team Manager (Consultant)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in mortgage completions and leadership roles. Use keywords from the job description to demonstrate that you meet the specific requirements of the Completions Deputy Team Manager position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Kensington Mortgages' values and the 'Kensington Difference'. Explain how your skills and experiences align with the responsibilities of the role, particularly in customer service and team management.
Highlight Relevant Achievements: In your application, include specific examples of how you've successfully managed teams, improved processes, or handled complaints in previous roles. Quantify your achievements where possible to make a stronger impact.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in the mortgage industry.
How to prepare for a job interview at Kensington Mortgages
✨Understand the Kensington Difference
Before your interview, make sure you grasp what sets Kensington Mortgages apart from other lenders. Familiarise yourself with their approach to understanding customer circumstances and how this impacts their service delivery.
✨Showcase Your Leadership Skills
As a Completions Deputy Team Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams, handled escalated issues, and contributed to team performance in previous roles.
✨Prepare for Technical Questions
Expect questions related to mortgage completions, underwriting processes, and compliance. Brush up on your knowledge of these areas and be ready to discuss how you've applied this knowledge in your past experiences.
✨Highlight Your Customer Service Experience
Customer service is key in this role. Be prepared to share specific examples of how you've maintained high service standards, resolved complaints, and ensured customer satisfaction in your previous positions.
