In Life Servicing Officer - Retail Mortgages

Responsibilities

• Customer Service & Case Handling
• Act as a first point of contact for existing mortgage customers, responding via phone, email, and written correspondence.
• Manage servicing tasks including account amendments, redemption statements, payment adjustments, statements, fees/charges queries, and general servicing needs.
• Ensure all customer interactions are handled professionally and accurately, maintaining clear and compliant case notes.
• Mortgage Administration & Product Transfers (Strictly Non‑Advised)
• Administer a full range of in‑life servicing activities, including Consent to Let, Transfer of Equity, payment recalculations and account servicing changes.
• Manage the end‑to‑end Product Transfer journey on a strictly non‑advised basis, ensuring customers receive factual, balanced information only. Support customers approaching rate expiry without providing any form of advice, recommendation, or opinion on suitability.
• Issue Product Transfer documentation accurately and in line with non‑advised communication standards.
• Process the selected product efficiently, ensuring all regulatory and internal controls are followed.
• Ensure all Product Transfer interactions reflect Consumer Duty expectations, clear customer understanding, and adherence to all non‑advised scripts and governance requirements.
• Regulatory & Quality Standards
• Apply Consumer Duty, MCOB and Conduct Rules across all decision‑making.
• Identify and escalate vulnerabilities and potential risks promptly.
• Maintain accurate records and adhere to all standard operating procedures.
• Cross‑Team Collaboration
• Work closely with colleagues across Retail Mortgages, Real Estate and SME to support consistent servicing and share best practice.
• Contribute to cross‑department plans, workflow improvements, and customer outcome monitoring.
• Support multi‑brand operational activity and assist with cross‑skilling initiatives.
• Continuous Improvement
• Identify opportunities to enhance processes, strengthen controls, and improve efficiency.
• Participate in team meetings, knowledge sharing sessions, and upskilling through the In‑Life Servicing proficiency framework.
• Experience in mortgage servicing, financial services operations, or a customer‑facing regulated environment.
• Strong communication skills with the ability to explain information clearly and empathetically.
• Telephony experience preferred.
• High attention to detail and the ability to work accurately under pressure.
• Confident working across multiple systems and following structured procedures.
• A collaborative mindset, comfortable working with multiple teams and business lines.
• Commitment to delivering fair customer outcomes and understanding regulatory expectations.
• Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service
• Your Lifestyle - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.
• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving
• Your Contribution - We're focused on rewarding those that go the extra mile in helping us achieve our goals.
• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

Benefits

Additional Information

As an In‑Life Servicing Officer, you will play a key role in supporting customers throughout the life of their mortgage. You will manage a wide range of customer enquiries and service requests, ensuring accuracy, regulatory compliance, and a consistently high standard of customer experience. You'll operate as part of the Bank's wider In‑Life Department , working closely with teams across Retail Mortgages, Real Estate and SME to ensure servicing processes are aligned, efficient, and deliver good outcomes for all customer segments. This is a great opportunity for someone who enjoys problem‑solving, delivering excellent customer service, and working collaboratively in a fast‑paced environment.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Shawbrook? Share your experience