Key responsibilities
Responsibilities depend on the team you join. Most roles fall into one of the four areas below.
Origination
Validate and process mortgage application information and documents in line with lender requirements
Generate loan offer documentation in line with procedures and controls
Run credit reference reports on applications
Check mortgage documentation against credit policy and Central Bank of Ireland guidelines
Liaise with brokers, internal teams and lenders to progress applications to drawdown
Manage the drawdown process once a loan is sanctioned, ensuring a smooth handover to servicing
Manage a central mailbox and respond to incoming correspondence
Completions
Process mortgage completions in line with procedures and service levels
Review and verify legal and completion documentation
Coordinate with solicitors and internal teams to progress loan drawdowns
Ensure all completion conditions are met before funds are released
Support pipeline management and keep records up to date on internal systems
Security Management
Take delivery of title deeds and security documents and manage them in line with lender procedures
Check title deed schedules and legal packs against approved checklists
Maintain a register of solicitor undertakings, follow up outstanding undertakings and escalate overdue ones
Review returned solicitor documents and Land Registry folios, and issue releases once obligations are met
Arrange file storage and retrieval with third-party storage providers
Process follow-up correspondence from solicitors on time
Customer Services & Arrears
Handle high-volume inbound customer queries by phone, email and post, resolving them at first point of contact where possible
Follow identification and verification (ID&V) procedures on every customer interaction
Handle complaints in line with internal procedures and SLAs
Support customers who are in, or at risk of, mortgage arrears, in line with the Code of Conduct on Mortgage Arrears (CCMA)
Gather and assess customer financial information to support arrears resolution
Liaise with customers' advisors and solicitors where authorised
Across all teams
Produce accurate management information (MI) and SLA reporting
Monitor and prioritise daily workloads so work items are cleared within SLA
Keep accurate records on internal systems
Handle customer data in line with GDPR and data protection policies
Comply with internal policies, lender requirements and Central Bank regulations
Complete company and regulatory training on an ongoing basis
Contribute to team goals, projects and process improvements
