Mortgage Process Oversight Analyst – EXPIRED

Doing the right thing is what we aim to do at Hodge.  We are a financial services business focused on the retail savings, commercial lending and retirement markets. The Hodge Foundation, a charity supporting the welfare, medical, academic and educational areas own 79% of our business. This drives us, knowing that by helping our customers to achieve their goals, we are also helping good causes that are important to us.

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

Mortgage Process Oversight Analyst

Salary: £Competitive + benefits

We are seeking a professional with knowledge of Mortgage Servicing 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 Hodges service can be improved in the future.

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.

Your key responsibilities will include:

• Carry out Customer Journey Oversight. Providing useful insight of Hodges processes from a Customers 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
• Develop seamless customer journeys using an approach of Continuous Improvement focusing on removal of waste and failure within the journey.
• Act as SME for key mortgage servicing activities across Retail working with business units to identify opportunities for improvement.

Candidates must be able to understand an 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.

This is a new and exciting role and will suit a motivated and ambitious individual who is a self-starter.  Candidates will need to demonstrate a background of mortgage servicing. Previous experience of carrying out and analysing customer journeys would be an important requirement for the role.