Responsibilities:

• The key responsibility of this role is to support the origination and in-life management of OakNorth Digital Lending products
• Interaction with and coordination of both internal and external stakeholders to ensure loans are executed with speed, accuracy and control
• Act as the first point of contact for customers as their loan progresses through the lending journey, assisting them with ad hoc queries about their loan. This will be through a combination of inbound and outbound customer calls, emails and through live chat features
• When appropriate, escalate calls to resolve complex issues, gathering sufficient information to enable colleagues to support through to resolution 
• Validation and implementation of minimum standards post submission of an application by customers and brokers
• Processing and review of key customer and property searches to ensure satisfaction to lend
• Oversight of the lending pipeline, communicating key performance metrics to internal stakeholders through structured reporting
• Oversight of arrears management, ensuring customers are appropriately supported in the event they miss loan payments
• Providing customer support with a friendly, timely and helpful manner 
• Focussing on delivering excellent customer service within a fast-paced environment 
• Proactively developing personal product knowledge and customer support skills, including regular communication with colleagues to share information and best practice 
• Contributing to ad-hoc duties and projects as determined from time to time by members of the management team 
• Working cross functionally with all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes 
• Actively developing and enhancing processes to prepare for growth and scale of the product and the support the team provides 
• Actively minimising the risk to the business and the customer by focussing on process controls.

Required experience:

• Previous experience within a lending role and working with customers 
• Excellent interpersonal skills, energetic and friendly 
• Strong communication skills 
• Detail oriented mindset with strong organisational skills
• Resilience and the ability to work under pressure, and to pressing deadlines/SLAs 
• Previous customer service experience is ideal
• Undergraduate degree or above is preferred but not essential

Benefits & Perks:

• Equity. We want people to have a stake in the business so that all our interests are aligned.
• 25 days holiday
• Personalized benefits – opt-in to what matters to you
• Enhanced maternity and paternity leave
• Wellbeing and social events
• Support causes that matter to you – Volunteering time off
• Salary sacrifice schemes (Cycle to work, nursery, gym)