Mortgage Operations Specialist in Newcastle upon Tyne

Newcastle Upon Tyne (hybrid)

We’re looking for a Mortgage Operations Specialist to help support the end-to-end handling of mortgage applications, liaising with internal and external stakeholders and customers. It’s a role at the heart of our Lending Operations team, where you’ll be responsible for assessing and progressing mortgage applications through detailed case assessment, credit file review and policy-led decision making.

What you’ll be doing

• Assessing and progressing mortgage applications – you’ll undertake detailed case assessment of mortgage applications, including review of customer circumstances and their credit files, property details and supporting documentation. You’ll own and progress cases through the mortgage pipeline without oversight where no policy exceptions are identified, and escalate exceptions to suitably mandated colleagues where needed. You’ll process and manage post-offer mortgage documentation, legal queries and our completion pipeline – it’s an end-to-end role.
• Acting as a key contact for lending operations – you’ll manage contact with customers, brokers and third parties using a variety of methods to resolve queries relating to legal, credit or operational aspects of cases. You will be a point of contact with respect to servicing live loans, supporting effective handover of completed cases and resolving post-completion issues as required. You’ll monitor and manage shared pipelines, inboxes and workflow queues, ensuring cases are progressed efficiently and within agreed SLAs, maintaining accurate and complete case notes within associated systems, and log any complaints in line with our policies and procedures.
• Help to enhance our effectiveness and efficiency – you will be working collaboratively across mortgage operations, credit, risk, intermediary support and other internal functions to deliver effective outcomes on a wide range of activity, including contributing to continuous improvement of mortgage operations processes, controls and documentation as the business grows.

As a Mortgage Operations Specialist, you will have an opportunity to build up to holding an individual lending mandate as your capability and experience grows.

Your skills and experience

• You will need to demonstrate knowledge and experience of residential mortgage lending processes, including underwriting, within a regulated banking or financial services environment. Any similar role experience in mortgage lending will be advantageous.
• You’ll need to have a basic understanding of credit assessment principles, including interpretation of credit files, affordability considerations and risk indicators. Familiarity with lending policy frameworks and the application of policy-based decision making is a good indicator of this.
• Some awareness of legal and conveyancing processes relevant to residential mortgage completion, including Certificates of Title is a strong capability to have for this role.
• Experience of working within structured service environments with defined SLAs, quality standards and controls is essential.
• You need to demonstrate that you can manage cases to a high level of accuracy, judgement and attention to detail, maintaining high standards of record keeping and data quality over multiple systems and tools across a range of shared workflows and processes.
• Confidence in engaging with a range of stakeholders, including internal teams, brokers, solicitors and service providers is important for this role. We need people with the ability to handle sensitive customer interactions, including complaints, in a professional and compliant manner.

We are positive, energetic, and focussed as a team, and we enjoy finding pragmatic ways to do new things that change the status quo. We value transparency and collaboration, and we like to own outcomes but share successes. If these are the kind of behaviours that you value in your colleagues, you will enjoy the pace and style of work we do here. It’s a dynamic place to work, and everyone gets stuck in to whatever needs to be done.

Rewards & Benefits at Perenna

• A competitive base salary
• 30 days of annual leave, with Public Holidays on top.
• 10% company contribution to your pension
• Fully comprehensive private healthcare cover for you and your family. Our plan includes cancer cover and mental healthcare, access to a GP 24/7 and additional wellbeing benefits. You pay no contributions to any healthcare cover, just tax on the benefit in kind through payroll each month (no P11Ds to worry about).
• Security for life events through our Income Protection Scheme (if you’re incapacitated and can’t work) and our Life Assurance Plan (worth 8 times your salary).
• We offer support through our confidential Employee Assistance Programme whenever you need it, and access to fully trained Mental Health First Aiders across the company.
• Commitment to your development, with access to training and learning opportunities to support your growth and access to thousands of free to use courses through our on-demand learning platform.
• Cycle To Work bike loan scheme and Electric Vehicle lease scheme.
• This is a hybrid role, and we’ll expect you to work from our Newcastle city centre office for some of your time each week – your manager will set expectations for this with you.

Things you should know

• Our selection processes are quick, but thorough. After a short initial chat to get some extra information about you, you'll have 2 more structured interviews, but we won’t hang around, and if you aren’t successful, we’ll make sure you get feedback.
• We’re a regulated bank, so if you’re successful, our pre-employment process will include ID verification, a DBS records check, adverse credit checks (not scoring) and employment history referencing before your start date is confirmed. All applicants need to be fully eligible to work in the UK without any restrictions. We can’t support Visa sponsorship.

Things that matter to us all

The fantastic people we have here at Perenna come from a very wide range of backgrounds and communities, but we all share the same belief that mortgages should be better, and we all want to make that happen together. We’re passionate and proud of our unique proposition, our products and our mission. We collaborate and we support each other, and our culture is inclusive and open. Diversity of all kinds is valued and respected here, and whatever your background, your voice will be heard. That’s not just because it’s the right thing to do – we believe our diversity makes us better for our customers and helps us think big about our goals. If you need any accommodation or adjustment to participate in our selection process, please let us know, and we’ll make it happen.