Head of Servicing

PURPOSE

Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years’ experience in the UK mortgage market.

We are seeking a motivated and experienced Head of Servicing to join our Mortgage Servicing team. The ideal candidate will oversee the daily operations of the team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers. The ideal candidate will have:

• Previous experience in loan servicing with an in-depth knowledge of mortgage servicing processes and arrears management;
• Strong leadership and team management skills, with the ability to coach, motivate, and develop team members;
• Excellent communication abilities;

People Related Tasks

• Lead and supervise a team of customer servicing specialists, providing guidance and support to achieve team objectives.
• Foster a positive and collaborative work environment to enhance team performance and morale.
• Develop and maintain effective relationships with internal stakeholders, including senior management and colleagues.
• Collaborate with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
• Develop and maintain effective and collaborative relationships with external parties such as brokers, valuers, third party servicing provider and solicitors.
• Attend regular team meetings to discuss progress on targets and business priorities.

Operational Tasks

• Stay updated on industry best practices, regulatory changes, and market trends.
• Identify opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
• Develop and manage the team's performance metrics and KPIs, ensuring targets are met or exceeded.
• Attend monthly governance meetings with Keystone’s funders to discuss Servicing updates.
• Assist customers with inquiries about mortgage payments, account balances, payment history, and loan modifications.
• Update and review internal processing guides and procedures.
• Complete regular quality assurance checks on teams tasks.
• Review and action internal referrals and complex enquiries from Solicitors and borrowers.
• Assist with monthly finance reporting – showing an understanding of how transactions impact various stakeholders (client, servicer and mortgage funder).
• Liaise with the Finance and Data teams on non-standard transactions.

Adaptability & Flexibility

• Coping with changing circumstances and acting in a manner that facilitates the change process.
• Continuously adapt to ever increasing workload and responsibility.
• Redirect efforts proactively applying an understanding of the reasons to support colleagues.
• Recognises the need for change and makes recommendations accordingly.
• Actively put in controls and procedures to improve processes and data reliability.

Co-Operation and Teamwork

• Participates as a team member, creating effective and professional working relationships with colleagues.
• Co-operates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas.

Knowledge of Process

• Full understanding of required processes and prescribed practices.
• Interprets procedures to ensure excellent customer service.
• Makes suggestions for process improvements.

Communication

• Communicating facts and concepts so they can be easily interpreted and understood by others.
• Supply up-to-date factual information when conveying in meetings.
• Balances amount and level of information, conveys key issues in appropriate order to give an overall picture.
• Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work.
• Listens to instructions and passes on information as directed.

Planning Own Work

• Establish a daily course of action to accomplish day to day work targets.
• Is aware of team’s priorities, targets and objectives and plans own work accordingly.

Keystone’s Values

Our Values help define who we are as Keystone Property Finance. They come from the beliefs we hold, the way we behave and how we want to work together for our customers.

• Resilience
• Adaptability
• Integrity
• Excellence

Our Values are unique to our brand, they give us purpose and focus. They are vital in helping us all ‘do the right thing’. If we are confident that we are true to our values, then we can be sure that we are doing the best for our customers.