Mortgage Lending Administrator

12-month fixed-term contract. Fully remote. Start: July.

About us

Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans. Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors to the self-employed and customers with multiple jobs. Our savings proposition is delivered online via our website and is focused on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts. Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’. We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.

As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it. As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments. Having met the target set by being a member of the HM Treasury Women in Finance Charter, we have 50% of senior management roles filled by women. With offices in London, Newcastle and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.

Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis. We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in. By joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery. We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.

Role Overview:

The Mortgage Lending Administrator will work as part of a team to ensure that business targets are met, along with maintaining high standards to all stakeholders, in particular intermediaries, by managing the administration and communications of a pipeline of mortgage cases. There is a focus on driving excellence of service, with the opportunity to add value to your team by devising innovative ways to improve efficiency and productivity and improve our service.

Key Responsibilities:

• Work as part of a team to ensure business targets are met along with maintaining high service standards to all stakeholders, in particular intermediaries.
• Check adequacy and authenticity of reference enquiries together with raising queries as necessary.
• Support with day-to-day administration of our third-party suppliers.
• Respond to customer, intermediary or third-party supplier enquiries.
• Accurate processing of intermediary registrations.
• Build successful working relationships with external contacts such as intermediaries, customers, surveyors and solicitors as well as internal teams, for example the V-Hub, Credit Risk, and Compliance to help to ensure all lending requirements are satisfied prior to release of funds.
• Ensure workload is actioned within agreed service levels.
• Ensure a high level of customer service is maintained daily.
• Identify ways to improve department efficiency and productivity or quality of service to intermediaries.
• Interact with intermediaries and customers to ensure expectations are always met.
• Potential to make and receive calls from intermediaries, surveying administrators and solicitors.
• Deliver on promises made.
• Target Right First-Time procedures and processes.
• Outbound calls – chase valuations and intermediary documents.
• Ensure mortgage offers are issued correctly.
• Input of valuation reports / Data input.

Requirements:

• Previous experience of mortgage/loans processing (desirable).
• Administration and/or workflow experience.
• Customer contact experience with a commitment to customer service excellence.
• Familiar with the financial services marketplace (desirable).
• Strong administrative and organisational ability.
• Excellent keyboard and IT literacy (including use of Microsoft Word and Excel).
• Excellent oral and written communication skills.
• Confident, clear and professional telephone manner.
• Attention to detail.
• Ability to perform well under pressure and adhere to strict deadlines.
• Ability to work as part of a team.
• Able to quickly assimilate & understand new information.
• Flexible approach to working practices.
• Desire to progress to hold a lending mandate to approve mortgage applications.

Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day. We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:

• Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team.
• Inclusive - We value each other’s differences and work to see people for who they really are.
• Dynamic - We are flexible and fast, cutting through complexity and never accepting second best.
• Authentic - We are honest and genuine, what you see is what you get.

Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.