Head of Account Servicing Operations

More2Life, part of the Key Group of companies, has been a pioneering force in the Equity Release market since it's launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.

We require a Head of Account Servicing to join the business, to transform services provided to our later life lending customers. The role will be responsible for developing and operating a specialist function (processing and telephony), whilst being responsible for all issues surrounding the function, including: customer queries, annual property management processes, death and long term care situations, customer vulnerability, payments and redemptions.

As well as providing first class services to our customers we also act on behalf of our funders in protecting their security and assets. At times these can be conflicting requirements, so mediation and communication will all parties becomes critical to ensure the best possible outcomes for all

Main role & responsibilities

• To Identify, develop, implement and evaluate the servicing processes of the specialist lender
• Operate many existing processes in a well-controlled manner. Always Challenging and improving their effectiveness
• Liaise with key personnel within the business, developing key relationships with stakeholders
• To comply with all FCA policies and procedures and any legal and regulatory requirement that the company is obliged to adhere to
• To lead, coach, motivate and develop your team to ensure service channel objectives are achieved
• Demonstrate ability to handle complex case processing within a busy telephony team
• Create and uphold an open, transparent and customer centric culture across the operation
• Demonstrate and continuously embed the company values in every aspect of the role

Key knowledge, skills & experience

• Success within a data driven operations environment
• Working in partnership with MI/BI teams, embedding ways of working
• Application and experience of robotic process automation (RPA) is highly advantageous
• Working with vulnerable customers

Benefits:

• 25 days holiday, plus bank holidays. Rising to 28 days based on length of service
• Additional holiday purchase scheme
• 1 charity day
• Tier 1 pension (5% Employee, 8% Employer)
• AXA Exec (Self)
• Life Assurance
• Rewarding Staff Referral Scheme
• Long Service Award
• Enhanced Maternity & Paternity Pay