Loans Administrator

Reports to: Customer Service Team Manager

About the Role

The Loans Administrator plays a vital role in supporting both the Customer Services Team and our Customers with the servicing of their Specialist Mortgages accounts. You will process a broad range of requests accurately and efficiently, ensuring each task is completed to a high standard and within internal service levels.

• Acting as the first point of contact for inbound calls, providing clear and professional support to customers and/or their appointed representatives.
• Managing the shared servicing inbox, logging enquiries, and allocating tasks to the relevant colleagues in line with internal processes.
• Setting up new customer files and ensuring all system entries are complete and accurate.
• Updating customer information including address changes, contact details and Direct Debit amendments.
• Producing and issuing customer documentation such as ad‑hoc statements, certificates of interest, annual statements and rate‑change letters.
• Reviewing security documentation to support charge registration and liaising with legal representatives where required.
• Supporting colleagues, senior team members and the Head of Department with operational tasks, team initiatives and project activities.
• Identifying issues, escalating risks and contributing to process improvements across the department
• Previous experience in financial services, mortgage servicing, loan administration or another high‑volume processing environment is desirable but not essential.
• Strong administrative background with experience handling large volumes of customer data and documentation.
• Excellent communication skills, both written and verbal.
• Highly organised with strong attention to detail.
• Comfortable working at pace, managing multiple tasks and deadlines.
• Customer‑focused, with a commitment to delivering clear, accurate and helpful support.
• Proactive, willing to take ownership and see tasks through to completion.
• A strong team player, happy to support colleagues and contribute to team success.
• Adaptable and keen to learn, with an interest in developing expertise in specialist mortgage servicing
• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (Bupa)
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Cycle to Work Scheme & Green Car Scheme
• Enhanced family leave policies
• Study support & professional membership
• Interest‑free season ticket loan

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