Primary Servicing Specialist

Job Title: Primary Servicing Specialist

Location: London Hybrid 3 days WFH

Salary: Up to £35,000

Hours: Monday to Friday 9 am to 5 pm

Benefits:

Competitive benefits package including flexible hybrid working, generous holiday allowance, pension, private healthcare, enhanced parental leave, life insurance, EV and cycle-to-work schemes, and regular social events.

About the position of Primary Servicing Specialist:

This is an exciting opportunity as the first hire into a newly created Primary Servicing team within an established mortgage lender, as servicing is brought in-house for the first time. It offers a genuine chance to help shape the function from the ground up and play a key role in building a new operational capability.

The role will support the launch of a new in-house servicing platform, working closely with the product team during testing and go-live to build strong, scalable processes ahead of growth. This is suited to someone ambitious, hands-on, and keen to progress as there will be opportunities to step into more senior roles in the team as the team grows over the next 12-18 months.

Responsibilities for the role of Primary Servicing Specialist:

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• Act as the main contact for borrowers, handling mortgage servicing enquiries via phone and email with professionalism, empathy, and efficiency.
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• Manage post-completion mortgage servicing activities in line with SLAs, regulatory requirements, and internal procedures.
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• Own and resolve borrower queries end-to-end, ensuring clear communication and a positive customer experience.
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• Process key account and lifecycle activities, including redemptions, terminations, borrower changes, consent requests, and account maintenance.
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• Handle payments queries, including source of funds checks for unexpected transactions.
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• Identify and appropriately manage customer vulnerability, ensuring fair treatment in line with Consumer Duty.
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• Maintain accurate records across servicing systems and ensure all case notes are fully up to date.
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• Liaise with solicitors, third parties, and internal teams to progress cases and resolve issues efficiently.
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• Identify, log, and escalate complaints in line with internal and regulatory requirements.
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• Contribute to continuous improvement by identifying recurring issues and suggesting process or service enhancements.
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• Support internal audits, QA reviews, and compliance checks as required.
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Experience and skills required for the role of Primary Servicing Specialist:

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• Experience in primary/mortgage servicing is essential
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• Understanding of mortgage account servicing, redemptions, lifecycle events, AML requirements, including source of funds and customer due diligence.
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• Consumer Duty mindset with a focus on delivering fair customer outcomes.
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• Strong communication skills with the ability to engage effectively with customers and stakeholders.
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• High attention to detail with strong numerical and data accuracy skills.
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• Excellent organisational skills with the ability to manage a high-volume, fast-paced workload.
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• Ability to work collaboratively in a team and adapt in an evolving environment.
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• Experience with portfolio landlords and SPV structures is desirable but not essential.
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For more information regarding the role of Primary Servicing Specialist, please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.