Product Switch Account Manager

This role is primarily responsible for managing and progressing Product Switch cases from enquiry through to completion, ensuring all activity is in line with the firm’s lending criteria, policies, and procedures. Alongside this, the role also provides support to the wider Servicing function, covering day-to-day customer account management and operational tasks during periods of reduced product switch demand.

Key Accountabilities

Product Switch Management:

• Proactively manage a pipeline of Product Switch cases through to completion or decline.

• Ensure applications are assessed accurately and in line with policy.

• Liaise with customers and third parties to resolve queries and progress cases efficiently.

Servicing Support:

• Help with tasks in the Primary Servicing Team if required. The list below is not exhaustive, and the duties are liable to change from time to time in line with the needs of the department.

• Dealing with all calls, post and emails effectively and to within agreed SLAs

• Submitting of BACS files and actioning any unpaid direct debits or payments.

• Scanning Title updates to files

• Actioning all Deed of Postponement, Easement requests to completion

• Ensuing all Printing is undertaken and sent within agreed SLAs

• Dealing with E-DS1 Upload, Payment Holiday Overpayments Exit & Refunds - Credit Arrears Report.

• Dealing with Solicitors Missing Title Registrations

• Checking and Actioning any Accounts in Credit at month end (From the Daily Arrears report) and updating the Senior Servicing Manager on any cases.

• Actioning the Monthly Consolidation Refunds from Finance

• Adhering to the Invoice Process to check and pass for payment any invoices.

• Assisting the team with any Phoebus or system(s) Testing

• Assisting the Senior Servicing Manager & Head of Group Servicing to ensure the effective operation of the Servicing Team.

• Taking Calls from customer and third parties to assist in the administration of their loans and any queries they may have.

Skills & Competencies

• Strong customer service and telephone handling skills.

• Attention to detail with a logical, organised approach.

• Ability to manage workload independently while contributing effectively within a team.

• Proactive, self-motivated, and solutions-focused.

• Strong negotiation and relationship management skills.

Knowledge & Qualifications

• Preferably educated to Degree-level

• Previous financial services experience (underwriting, product transfers, customer service, arrears, or account management) desirable.

Personal Attributes

• Calm and self-assured

• Well organised

• Punctual

• Able to work under pressure