Loan Servicing Manager

Job Title:

Loan Servicing Manager

Location:

Buckinghamshire Hybrid 3 days WFH

Salary:
Up to £50,000 depending on experience

Hours:

Monday to Friday 9 am to 5 pm

• Bonus:
  Up to 10% based on performance
• Life Insurance:
  Up to 4x salary
• Private Medical:
  Vitality cover for you and your family
• Hybrid Working: 3 days from home, flexible options
• Paid Time Off: 33 days
• Pension:
  Competitive employer contributions
• Wellbeing:
  Mental & physical health support
• Culture & Growth:
  Inclusive, supportive team with training, career development

This role offers the opportunity to manage a diverse portfolio of bridging and specialist mortgage loans within a fast-paced and customer-focused environment. You will play a key role in delivering exceptional customer experiences, providing proactive loan servicing, and supporting customers throughout the full loan lifecycle – from post-completion through to redemption. The position also involves early-stage arrears management, where your problem-solving skills and customer-first approach will help deliver positive outcomes while ensuring compliance with company standards and FCA regulations.

• Manage the complete servicing journey for bridging and buy-to-let loans, from post-completion through to redemption.
• Proactively monitor loan accounts, including early arrears and watchlist cases, taking appropriate action to minimise risk and resolve missed payments.
• Process refurbishment drawdowns, loan extensions, and redemption requests efficiently and accurately.
• Deliver a responsive and professional customer experience across phone, email, and written correspondence with borrowers and third parties.
• Support new borrowers by making first-payment contact, ensuring clarity around payment schedules and loan obligations.
• Investigate payment issues and work closely with customers to agree suitable solutions and return accounts to good standing.
• Track and report on arrears trends and portfolio performance, contributing valuable insight to the wider business.
• Assist senior management with MI reporting, operational support, and continuous system and process improvements.
• Maintain accurate loan records and ensure all servicing data is updated in line with company and regulatory standards.
• Support specialist servicing and recovery activities where required, gaining exposure to a broad range of cases.
• Produce customer communications including welcome letters, end-of-term reminders, and redemption documentation.
• Take ownership of pre-arrears and watchlist accounts through proactive case management and effective borrower engagement.
• Prepare and issue accurate redemption statements for bridging loan customers and stakeholders.

• Experience in mortgage servicing, arrears management, or portfolio management within Bridging & buy-to-let.
• Experience with in an FCA-regulated environment.
• Strong customer-centric mindset and communication skills.
• Data-driven approach with a focus on risk management.