Portfolio Manager
Specialist Mortgages
London - Hybrid

We are working with a well-established lender, on their search for a Portfolio Manager to join the business.

Key responsibilities:
To be the first point of contact on all servicing matters for customers, brokers and internal colleagues
To process and manage requests from customers that may vary their original agreement in some way, such as extensions to a facility, consent to lease or part release of security.
To maintain a pipeline of these enquiries, acting as primary contact point for their applications and keep customers fully informed of the requirements, enquiry status and decision at all times.
To issue a timely and quality response to all enquiries in line with the team’s service level requirements.
To manage and process these enquiries in accordance with bank policies and procedures, securing appropriate approvals from 2nd line/underwriting as required.
Monitor early warning indicators on accounts taking appropriate and timely action in line with bank guidance, if required completing referrals to business support, escalating concern cases in accordance with group policy.
Produce and provide administration documents for customers such as redemption statements
To maintain accurate customer records across the company’s databases and systems
To assist with any team or bank projects and undertake additional duties as required by management from time to time.

Skills and experience:
Proven ability to manage multiple tasks efficiently, prioritize effectively, and meet deadlines in a fast-paced environment.
Strong ability to review and disseminate information received to review and present to credit departments
Demonstrated experience in servicing customer accounts, ideally within the bridging finance sector or a similar financial services environment.
High level of accuracy in all work, particularly in processing customer requests and maintaining customer records.
A track record of delivering exceptional customer service, with a strong focus on meeting customer needs and expectations.
Solid understanding of risk management principles, with the ability to identify and mitigate potential risks in customer accounts and inquiries.
Excellent verbal and written communication skills, with the ability to effectively liaise with customers, brokers, and internal teams.
Proven ability to work effectively as part of a team, contributing to a collaborative and supportive work environment.

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