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
Benefits:
- Bonus: Up to 10% based on performance
- Life Insurance: Up to 4x salary
- Private Medical: Vitality cover for you & 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.
Responsibilities required for the role of Loan Servicing Manager:
- 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 within an FCA-regulated environment.
- Strong customer-centric mindset and communication skills.
- Data-driven approach with a focus on risk management.
Stellar Select is acting as an employment agency and is a corporate member of the REC
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.
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