Primary Servicing Specialist

Job Title

Primary Servicing Specialist

London Hybrid 3 days WFH

Up to £35,000

Monday to Friday 9 am to 5 pm

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.

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.

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

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