Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.
We offer niche specialty lines, as a SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.
We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy. Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.
Discover more about working at HTB here - Life at HTB | Careers & Inside Hampshire Trust Bank (HTB)
Location: London (Head Office)
Hours: Monday to Friday, 9:00am-5:30pm
Working Pattern: Hybrid (50/50)
Reports to: Customer Service Team Manager
Department: Service Operations
As a Loans Officer, you'll play a key role in delivering highquality servicing support for our Specialist Mortgage products. You'll ensure all servicing activity is completed accurately, efficiently and in line with our policies, procedures and risk appetite, while providing an excellent experience for customers and thirdparty partners.
This is a great opportunity for someone who enjoys working in a fastpaced, detailoriented environment and takes pride in delivering outstanding service.
Customer & ThirdParty Servicing
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Manage a wide range of customer and thirdparty servicing requests, including (but not limited to) overpayments, redemption statements, property licence updates and conditions subsequent.
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Deliver a consistently high standard of customer service through clear, professional and timely written and verbal communication.
Assessment, Controls and Escalation
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Assess servicing requests accurately against AML requirements, offer letters, terms and conditions, escalating issues where outside authority or policy.
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Operate within agreed mandates to assess and issue letters of noncrystallisation, customer refunds and invoice payments.
Security, Documentation and Records
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Proactively monitor security documentation, ensuring land charges and personal guarantees are provided correctly.
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Maintain accurate, complete and uptodate customer records across internal systems, ensuring appropriate audit trails and notes are captured.
Payments and Operational Support
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Coordinate daily payments activity with the Finance team to ensure timely and accurate processing.
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At peak times or when required, provide administrative support alongside Loan Administrators, including welcome letters, inbox management and other servicing tasks.
Team and Wider Support
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Provide adhoc support (including project support) across the wider Specialist Mortgages team when required.
Qualifications & Experience
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Educated to GCSE level (or equivalent), including English and Maths, with at least five passes at Grade C or above (or equivalent).
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Demonstrated experience delivering highquality customer service and administrative support in a servicing or operational role.
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Proven experience working in a fastpaced and pressurised mortgage lending environment, ideally within commercial or specialist mortgage lending.
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Experience undertaking quality assurance activities and checks, with a strong focus on accuracy and control, would be advantageous.
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Working knowledge of mortgage banking concepts and relevant regulatory requirements
Skills & Attributes
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Exceptional organisational and time management skills.
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A customer centric approach with a strong desire to deliver excellence.
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Outstanding attention to detail and administrative skills.
- Strong abilities to identify, analyse and solve problems including the ability to learn skills.
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Adaptable to change.
A pro-active and can-do attitude with a desire to take ownership of matters to deliver good customer outcomes and solutions.
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Competitive remuneration including discretionary annual bonus and annual pay review
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Private Medical Insurance (Bupa)
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Mental health & wellbeing support via YuLife & Bupa
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25 days annual leave (increasing with service) + Holiday Buy Scheme
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Cycle to Work Scheme & Green Car Scheme
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Enhanced family leave policies
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Study support & professional memberships
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Hybrid working (50/50 London)
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YuLife Rewards - retail, lifestyle & experience discounts
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Pension scheme - 8% employer contribution (noncontributory)
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Interestfree season ticket loan
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Annual volunteering day & Net Zero employer commitment
