In Life Servicing Officer - Retail Mortgages

Job Description

As an In‑Life Servicing Officer, you will play a key role in supporting customers throughout the life of their mortgage. You will manage a wide range of customer enquiries and service requests, ensuring accuracy, regulatory compliance, and a consistently high standard of customer experience.

You’ll operate as part of the Bank’s wider In‑Life Department, working closely with teams across Retail Mortgages, Real Estate and SME to ensure servicing processes are aligned, efficient, and deliver good outcomes for all customer segments.

This is a great opportunity for someone who enjoys problem‑solving, delivering excellent customer service, and working collaboratively in a fast‑paced environment.

Key Responsibilities

Customer Service & Case Handling

• Act as a first point of contact for existing mortgage customers, responding via phone, email, and written correspondence.
• Manage servicing tasks including account amendments, redemption statements, payment adjustments, statements, fees/charges queries, and general servicing needs.
• Ensure all customer interactions are handled professionally and accurately, maintaining clear and compliant case notes.

Mortgage Administration 

• Administer a full range of in‑life servicing activities, including Consent to Let, Transfer of Equity, payment recalculations and account servicing changes.
• In Life Servicing  Officers are required to demonstrate that they have considered and applied the principles of Consumer Duty. Process the selected product efficiently, ensuring all regulatory and internal controls Note taking, capturing customers’ requests and enquiries accurately.
• In Life Servicing  Officers are required to demonstrate that they have considered and applied the principles of Consumer Duty.

Regulatory & Quality Standards

• Apply Consumer Duty, MCOB and Conduct Rules across all decision‑making.
• Identify and escalate vulnerabilities and potential risks promptly.
• Maintain accurate records and adhere to all standard operating procedures.

Cross‑Team Collaboration

• Work closely with colleagues across Retail Mortgages, Real Estate and SME to support consistent servicing and share best practice.
• Contribute to cross‑department plans, workflow improvements, and customer outcome monitoring.
• Support multi‑brand operational activity and assist with cross‑skilling initiatives.

Continuous Improvement

• Identify opportunities to enhance processes, strengthen controls, and improve efficiency.
• Participate in team meetings, knowledge sharing sessions, and upskilling through the In‑Life Servicing proficiency framework.

Qualifications

• Experience in mortgage servicing, financial services operations, or a customer‑facing regulated environment (preferred).
• Strong communication skills with the ability to explain information clearly and empathetically.
• Telephony experience preferred.
• High attention to detail and the ability to work accurately under pressure.
• Confident working across multiple systems and following structured procedures.
• A collaborative mindset, comfortable working with multiple teams and business lines.
• Commitment to delivering fair customer outcomes and understanding regulatory expectations.

Additional Information

Your Wellbeing – we take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include

• Marketing leading family friendly family policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) – offers in you support on a wide range of subject including financial concerns, mental wellbeing and more general queries around family, work, housing and health
• Cycle to work scheme
• Contributory pension scheme & death in Service

Your lifestyle – it is important that you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 25 days holiday per year
• Option to buy or sell holidays through our flexi-holiday scheme
• Health cashback plan through BHSF
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your contribution – We’re focused on rewarding those that go the extra mile in helping us achieve our goals

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Wobblers recognition scheme focused on recognising out role models and thanking out colleagues for a job well done