Conveyancing Support Administrator

ROLE OF DEPARTMENT

The Lender Service Practice Group provides a complete range of debt recovery services including repossession conveyancing, operating under a centralised management system allowing us to deliver consistently exceptional service.

JOB PURPOSE

Working on behalf of our clients dealing with the conveyancing process with repossession sales properties.  There is a strong focus on providing excellent customer service and a high level of quality in line with client Service Level Agreements

KEY RESPONSIBILITIES

• Ensure all relevant processes are followed up in a timely manner in line with client service levels and the court process
• Update client queries and provide updates/advice in a professional and efficient manner whether this is via email or via the telephone
• Ensure all work is undertaken in line with internal and client SLA’s
• Update external third-party companies, agents or other representing parties as and when required
• Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties. 
• Maintaining Internal and client SLA’s, 
• Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct. 
• Treat all customers fairly, professionally and within legislation
• Record customer complaints where identified with the relevant information and in line with the complaints procedure
• Follow all internal processes and procedures
• Opening files from instruction.
• Issuing contract packs.
• Updating Asset Managers.
• Processing incoming post. 
• Work effectively as part of a team and support each other as and when required

QUALIFICATIONS

Essential

GCSE or equivalent in Maths and English with a minimum grade C

SKILLS AND EXPERIENCE

• Previous experience within the Financial Services sector or a regulated environment is advantageous
• Working knowledge and understanding of FCA guidelines and principles
• Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
• Computer Literate
• Excellent Telephone Manner
• Attention to detail and accuracy of work
• Ability to work well within a team and on their own initiative 
• Enthusiastic – can do, will do approach
• Passionate about the delivery of exceptional customer service and the need to treat customers fairly
• Proactive problem-solving skills and the judgement to make evidence-based decisions