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Jobs At Hodge
Closing Date:
22nd of September 2022
Contract Details:
Working Hours:

Hodge are a financial services business focused on the commercial lending, savings and specialist residential mortgage markets. Working at Hodge is about making a difference. That starts with our purpose: we make life better for customers and society in the moments that matter.

For over 50 years, we’ve shared the same simple mission: to really make a positive difference for our customers and communities. This ethos is in our DNA, as we are 79% owned by a charity, the Hodge Foundation.

We have achieved significant growth over the last few years and have ambitious plans to expand further.

Hodge Bank is based in the heart of Cardiff city centre and provides Mortgages, Savings, Annuities and Commercial Lending products across the group. We offer a generous benefits package, which includes agile and smart working, a competitive annual bonus and a sector leading Hodge pension. We are developing a reputation as an employer of choice in Wales and the South West.

It’s all about ensuring we deliver for our customers, colleagues and company.

The Role

We are seeking a professional with expert knowledge of Mortgage Servicing (post mortgage completion) and relevant regulation within UK financial services to be responsible for carrying out oversight of the mortgage servicing customer journeys and giving insight into how Hodge’s service can be improved in the future. Experience of processes and customer journey’s after the mortgage has completed up until the redemption of the mortgage will be imperative.

This is a new and exciting role and will suit a motivated and ambitious individual who is a self-starter. The role holder will report directly to our Mortgage Servicing Manager and will be a vital role within our Servicing Operation. The successful candidate will need to liaise with Management and Teams across the organisations to be truly effective.

What will your day look like?

Your key responsibilities as Mortgage Process Oversight Analyst will include:

  • Develop seamless customer journeys for processes from mortgage completion throughout the lifetime of the mortgage until redemption. Use an approach of Continuous Improvement focusing on removal of waste and failure within the journey. Ensure that all procedures post mortgage completion have documented processes and training guides.
  • Act as SME for key mortgage servicing activities across Retail working with business units to identify opportunities for improvement.
  • Carry out Customer Journey Oversight. Providing useful insight of Hodges processes from a customer perspective and provide feedback to the Managers and Teams so that service can be continually improved.
  • Effectively communicate and feedback to Managers and Teams, celebrating when things have gone well, and gaining commitment from them to improve future servicing where needed.

Are you the one for us?

Candidates must be able to understand and apply mortgage servicing policies as well as have the ability to apply industry regulations.

The ability to build strong and collaborative working relationships with key stakeholders and members of the management team is essential, along with strong communication and effective reporting skills.

Candidates will need to demonstrate a background of mortgage servicing and process review and development. Previous experience of carrying out and analysing customer journeys would be an important requirement for the role.

What We Offer:

  • Full-time
  • Salary: £27,000
  • Based in Cardiff City Centre operating in a Hybrid workspace.
  • 28 days Holiday with the option to buy more.
  • Subsidised Gym Membership.
  • Private Medical & Health Insurance
  • Extensive learning and development programme
  • Generous, personalised benefits package
  • Enhanced parental leave
  • Company pension contribution up to 15%
  • Flexible working options
  • Opportunities to get involved in our charity and community work


If this sounds like you, we’d love you to get in touch.

Please send your CV and a one page covering letter, shortlisted candidates will then be invited to attend an interview.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.