At a Glance
- Tasks: Review complex mortgage cases and ensure fair customer outcomes.
- Company: Established FCA-regulated mortgage lender with a focus on customer satisfaction.
- Benefits: Competitive salary, home-based work, and a chance to influence positive change.
- Other info: Join a supportive team and enjoy opportunities for professional growth.
- Why this job: Make a real difference in customers' lives while developing your expertise in mortgage servicing.
- Qualifications: Experience in mortgage servicing, complaints, or quality assurance is essential.
The predicted salary is between 30000 - 40000 £ per year.
- Mortgage Customer Outcomes Specialist c.£40,000 pro rata
- 9 months contract
- Home based UK wide
Are you an experienced mortgage servicing professional with a passion for delivering good customer outcomes?
We're recruiting on behalf of a well-established, FCA-regulated mortgage lender seeking a Mortgage Customer Outcomes Specialist to join its Operations team.
This is a unique opportunity to move into an oversight role where you'll review complex mortgage servicing decisions, work closely with an outsourced mortgage servicer and help ensure customers receive fair, consistent and compliant outcomes.
This role would particularly suit someone with experience across mortgage servicing, arrears, financial difficulty, complaints or quality assurance who enjoys analysing complex cases and influencing positive customer outcomes.
The Role
You'll be responsible for reviewing complex mortgage servicing referrals, assessing whether customer cases have been managed appropriately and making decisions where authority sits outside the outsourced servicer's mandate.
Working closely with the Head of Risk & Compliance, you'll
- Review complex mortgage servicing referrals and provide clear, well-reasoned decisions.
- Ensure cases have been handled in line with Consumer Duty, FCA requirements and internal policy.
- Assess customer support options for borrowers experiencing financial difficulty or vulnerability.
- Provide feedback to the mortgage servicer and identify opportunities to improve customer outcomes.
- Produce management information and support governance reporting.
- Attend regular servicing meetings, monitor trends and help drive continuous improvement.
About You
We're keen to hear from individuals with experience in areas such as
- Mortgage servicing
- Residential mortgage arrears
- Financial difficulty or forbearance
- Customer outcomes
- Complaints
- Mortgage quality assurance or case review
You'll also have
- Experience within a regulated mortgage or financial services environment.
- A good understanding of mortgage regulation, including MCOB and Consumer Duty.
- Excellent analytical skills and sound judgement.
- Strong communication skills with the confidence to challenge where appropriate.
- The ability to balance regulatory expectations with good customer outcomes.
Locations
Mortgage Customer Outcomes Specialist in Cheshire, Warrington employer: MERJE
Join a dynamic and innovative InsureTech company that prioritises compliance and regulatory excellence while fostering a collaborative and forward-thinking work culture. As the Head of Compliance, you will not only lead the UK compliance function but also enjoy flexible hybrid working arrangements, competitive salary packages, and ample opportunities for long-term career development in a high-growth environment. This is your chance to make a meaningful impact in a pivotal role at a company that values integrity and consumer protection.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Customer Outcomes Specialist in Cheshire, Warrington
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like MERJE.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like MERJE might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Mortgage Customer Outcomes Specialist in Cheshire, Warrington
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at MERJE will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at MERJE. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give MERJE confidence in your short-term commitment to the role.
How to prepare for a job interview at MERJE
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with MERJE.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure MERJE that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
