Loans Administrator

Location:

Head Office, London

Hours:

Monday to Friday, 9:00am–5:30pm

Working Pattern:
Hybrid (50/50)

Reports to:

Customer Service Team Manager

Department:
Customer & Service Operations

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.

We offer niche specialty lines, as an SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity, and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy.

Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.

Discover more about working at HTB here - Life at HTB | Careers & Inside Hampshire Trust Bank (HTB)

The Loans Administrator plays a vital role in supporting both the Customer Services Team and our Customers with the servicing of their Specialist Mortgages accounts. You will process a broad range of requests accurately and efficiently, ensuring each task is completed to a high standard and within internal service levels.

• Acting as the first point of contact for inbound calls, providing clear and professional support to customers and/or their appointed representatives.
• Managing the shared servicing inbox, logging enquiries, and allocating tasks to the relevant colleagues in line with internal processes.
• Setting up new customer files and ensuring all system entries are complete and accurate.
• Updating customer information including address changes, contact details and Direct Debit amendments.
• Producing and issuing customer documentation such as ad‑hoc statements, certificates of interest, annual statements and rate‑change letters.
• Reviewing security documentation to support charge registration and liaising with legal representatives where required.
• Supporting colleagues, senior team members and the Head of Department with operational tasks, team initiatives and project activities.
• Identifying issues, escalating risks and contributing to process improvements across the department

• Previous experience in financial services, mortgage servicing, loan administration or another high‑volume processing environment is desirable but not essential.
• Strong administrative background with experience handling large volumes of customer data and documentation.
• Excellent communication skills, both written and verbal.
• Highly organised with strong attention to detail.
• Comfortable working at pace, managing multiple tasks and deadlines.
• Customer‑focused, with a commitment to delivering clear, accurate and helpful support.
• Proactive, willing to take ownership and see tasks through to completion.
• A strong team player, happy to support colleagues and contribute to team success.
• Adaptable and keen to learn, with an interest in developing expertise in specialist mortgage servicing

• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via Zurich & Bupa
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Cycle to Work Scheme & Green Car Scheme
• Enhanced family leave policies
• Study support & professional membership
• Hybrid working (50/50)
• Pension scheme – 8% employer contribution (non-contributory)
• Interest‑free season ticket loan
• Annual volunteering day & Net Zero employer commitment