Lending Operations Associate
Posted on 9/12/2023
OakNorth Bank
Manchester, UK
Experience Level
Desired Skills
Customer Service
Operations & Logistics
Customer Success & Support
  • 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
  • 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