At a Glance
- Tasks: Process mortgage applications and provide exceptional customer service in a hybrid role.
- Company: Join Leek Building Society, an award-winning workplace dedicated to community growth.
- Benefits: Enjoy competitive pay, flexible working, generous holiday, and continuous development opportunities.
- Other info: Be part of a dynamic team with excellent career growth potential.
- Why this job: Make a real impact while growing your career in a supportive environment.
- Qualifications: Experience in administration; knowledge of mortgage processing is a plus.
The predicted salary is between 14759 - 14759 £ per year.
Location: Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.
Employment type: Part time, permanent position.
Salary: £14,759
Working hours: 22.5 hours per week:
- Monday & Tuesday: 9.00am - 17:00pm (30 minute lunch)
- Friday (preferable but this could be a different weekday if needed): 9.00am - 17:00pm (30 minute lunch)
Reports to: Underwriting Team Manager
Direct Reports: None
The Organisation
At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today - and even better things tomorrow. Our colleagues are one of the communities we support. We’ve created an inclusive and engaging hybrid workplace where colleagues have the freedom to be themselves and grow their careers.
As the winner of the SME People Management award at the 2025 CIPD People Management Awards, the 8th most Inspiring Workplace in the UK, and a Top 100 globally Inspiring Workplace, we’re committed to maintaining our award-winning proposition while helping our colleagues reach their true potential.
Job Purpose & Scope
To work as part of the Mortgage Operations function with responsibility for processing new mortgage applications from receipt through to offer stage, in a compliant manner and in line with the Society's policies/procedures and service level agreements. All activities must be delivered whilst offering exceptional levels of customer service whilst ensuring that the Society's interests are fully protected. The job holder will challenge processes with a view to improving customer service and business efficiency.
Duties and Key Responsibilities
- Input and process all mortgage applications using the various mortgage systems
- Liaise with mortgage intermediaries and customers to request all supporting relevant documentation in a timely manner, ensuring requests are complete and accurate (right first time)
- Ensure the application remains within the criteria of the relevant product conditions, the Responsible Lending Policy and systems manual whilst processing
- Be vigilant with regard to potential fraud and escalate any concerns to Line Manager or Senior Underwriter
- Obtain and accurately review Credit Bureau information and take any necessary actions
- Accurately produce Mortgage Offers, applying the appropriate conditions as required
- Chase cases within own control in order to meet all service standards
- Provide assistance to all Mortgage Operations administrative processes where required
- Engage effectively with customers and intermediaries, keeping all parties up to date with progress, chasing documentation required to support the application, within required timescales
- Request appropriate references, valuation reports etc., ensuring all necessary documentation received meets the Society's lending criteria
- Manage telephone calls to and from internal/external customers regarding queries on mortgage applications
- Review and manage correspondence and enquiries, responding effectively within Service Level Agreements
- Assist with the testing of any new software releases on Activate and identify solutions to any system based problems, logging errors with SOPRA where necessary
- Maintain the applicable sections of the Systems/Process Manuals
- Ensure all relevant systems are updated following each touchpoint
- Assist with the preparation of relevant MI for own area of work as required
- Help embed change including new processes, procedures and systems updates and to provide feedback and suggestions for process improvements
- Identify and mitigate risk as appropriate, all business risks in relation to own business area and to ensure that risk events are recorded as required
Conduct Rules
All employees and NEDs are expected to act in accordance with the PRA and FCA Conduct Rules:
- You must act with integrity
- You must act with due skill, care and diligence
- You must be open and co-operative with the FCA, the PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
- You must act to deliver good outcomes for retail customers
Financial Crime
All employees and NEDs are expected to:
- Be aware of their personal legal obligations and the legal obligations of the Society in relation to Financial Crime
- Be aware of the Society's Anti-Money Laundering systems and controls and follow the Society's procedures
- Be alert for anything suspicious in respect of money laundering or fraud and report any suspicions in line with internal procedures
- Do not discuss any suspicions with anyone outside of the Society and do not 'tip off' a customer or prejudice an investigation
Person Specification
Qualifications & Knowledge
- Computer literate with knowledge of Word and/or Excel
- Knowledge of Initiate / Activate and CSR systems desirable
- Knowledge of Lending Policy (training provided)
- CeMAP is desirable
- Knowledge of mortgage regulations applicable to own area of work
Experience
- Experience of an administration type role
- Experience and knowledge of mortgage processing is desirable
Skills and abilities
- Good organisational skills and the ability to prioritise workload
- Excellent communication skills (written and verbal) at all levels – is accurate and professional in communications
- Ability to work as part of a team and on own initiative to achieve common goals and contributes to good team morale
- Excellent interpersonal skills are required to clearly explain and justify the reasoning behind a particular request for information
- A consistent friendly approach to customers whilst promoting a professional image of the department and ultimately the Society is essential
- Supports own and wider teams to achieve objectives - willing to offer assistance and support to other business areas when required
- Working with team to tight time constraints e.g. to meet Service Level Agreements and to offer high levels of customer service
- Uses own judgement to solve day to day problems and takes ownership of complaints and issues and aims to resolve
- Resilient in changing and demanding circumstances
- Identifies process improvements in order to enhance customer service and business efficiencies
Other Requirements
Travel to other business locations when required
What benefits are on offer:
- Competitive salary rates
- 35 hour working week (full-time)
- Contributory Stakeholder Pension Scheme
- Free health screening
- Minimum of 25 days paid holiday per annum plus bank and public holidays
- Parental Schemes
- Sick Pay guaranteed for 6 months for major illnesses
- Holiday purchase/sale scheme
- Life assurance of 4 times your annual salary
- Employee assistance programme
- Continuous development opportunities
- We’re open to discussing working flexibly
- Onsite gym available to employees
If the above sounds like something you’d thrive at, we’d love to hear from you.
Mortgage Processing Administrator in Leek employer: Leek Building Society
At Leek Building Society, we are dedicated to fostering a supportive and inclusive work environment that empowers our colleagues to thrive both personally and professionally. With a strong commitment to community growth and employee well-being, we offer a range of benefits including flexible working arrangements, generous holiday allowances, and continuous development opportunities, all while being recognised as a 'Great Place to Work'. Join us in making a meaningful impact while enjoying the unique advantages of hybrid working from our Head Office in Leek, Staffordshire.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Processing Administrator in Leek
✨Tip Number 1
Network like a pro! Reach out to people in the mortgage industry, especially those at Leek Building Society. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Leek Building Society’s values and recent news. Show us you’re genuinely interested in being part of our community and how you can contribute.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on common questions related to mortgage processing and customer service. The more comfortable you are, the better you'll perform!
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot us a quick thank-you email. It shows your enthusiasm and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Mortgage Processing Administrator in Leek
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Mortgage Processing Administrator role. Highlight your relevant experience and skills that match the job description, especially your organisational and communication skills.
Showcase Your Customer Service Skills:Since this role involves engaging with customers and intermediaries, emphasise any previous experience where you provided exceptional customer service. We want to see how you can contribute to our mission of helping communities grow!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read. Remember, we appreciate professionalism in your communication!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Leek Building Society
✨Know Your Stuff
Before the interview, make sure you understand the mortgage processing role inside out. Familiarise yourself with the key responsibilities, like processing applications and liaising with customers. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Skills
Highlight your organisational and communication skills during the interview. Be ready to share examples of how you've managed workloads or resolved customer queries in previous roles. This will demonstrate that you can handle the demands of the job and provide excellent customer service.
✨Ask Smart Questions
Prepare a few thoughtful questions to ask at the end of the interview. Inquire about the team dynamics or how the company supports professional development. This shows that you're engaged and thinking about how you can contribute to the organisation's success.
✨Be Yourself
Leek Building Society values authenticity, so don’t be afraid to let your personality shine through. Share your passion for helping communities and how you align with their mission. A genuine connection can make a lasting impression on the interviewers.
