Overall Responsibilities 

Working closely with third party asset management companies to proactively manage 
the sale of properties in possession and voluntary sales. To proactively liaise with 
Executors and Borrower Representatives to ensure that Lifetime Mortgages are repaid 
within the contractual periods following the death of the borrower or entry into long 
term care. Ensuring that: 

All loans are serviced in accordance with agreed client strategies in order to 
minimise loss on all loan portfolios. 
All enquiries from borrowers, third parties and clients are dealt with in 
accordance with SLA's and procedures. 
Service is provided in accordance with, and in excess of, the levels specified in 
the SLA, procedures and current legislation. 
At all times the jobholder must exhibit a professional approach to third party service 
providers and borrowers, in order to deliver a professional service to clients. 

General Tasks / Principal Accountabilities: 

Understand the property sale process in order to minimise losses to clients 
Understand the terms and conditions of a borrowers loan so that they may be 
clearly explained to, and met by, the borrower or their representative(s). 
Ensure information relating to borrowers and their loans are current and 
accurately recorded on CMS's systems. 
Liaise professionally with third parties 
Liaise professionally with client(s) 
Report problem issues accurately, proactively and in a timely and professional 
manner, making recommendations as necessary and expressing balanced and 
technical opinions. 
Identify, recommend and implement enhancements to processes and 
procedures. 
Provide training and guidance to other team members as necessary. 
Assist with projects as defined by the Primary Servicing Manager by meeting 
agreed deadlines and achieving specific objectives. 
Undertake ad-hoc tasks as required 
Understand, record correctly and action Exception Reports in the business area 


Specific Tasks and Accountabilities 

Working with all teams within the Primary and Special Servicing functions to ensure that all opportunities to implement strategies are utilised 
Liaising with borrowers and third parties to effect co-operative sales wherever possible 
Liaising with clients and third parties to ensure properties in possession are marketed and sold within SLA's, procedures and regulatory requirements. 
Liaising with clients, borrower/borrower representative and third parties to ensure that loans subject to lifetime mortgage are repaid within contractual timescales and monitored effectively throughout 
Attendance of client servicer calls when required 
Daily management and prioritisation of SLA's and workloads to meet requirements of business 
Ensure that requests for information are responded to accurately and within SLA's 
Ensure that amendments to borrower's accounts are made accurately and in accordance with procedures and regulatory requirements 
Ensure that procedures reflect current practices. Report any required amendments to the Primary Servicing Manager 
Day to day supervision of team members. Report any performance issues to the Special Servicing Manager 
Carry out regular 1:1 meetings and record accurately and in line with company procedures 
Day to day training of team members 
Carry out annual and interim appraisals for team members 
Carry out Quality Controls in accordance with procedure and ensure Quality feedback is recorded on Development Logs and mitigating actions agreed to ensure Quality measures are achieved and maintained throughout 
Providing Reports to Primary Servicing Manager 
Monitor team member's productivity and report any issues to the Primary Servicing Manager 
Ensure that procedures reflect current practices. Review on an annual basis and submit any required amendments or new procedures to the Primary Servicing Manager 
Decision Making 
To ensure that all decisions are within mandated authority levels 
To be able to organise your team workload to meet regulatory and operational requirements. 
To approve and decline requests within mandate. 
Guidance is available at all time from the Primary Servicing Manager who will make the ultimate decision when necessary 
Essential Knowledge, Skills and Characteristics 
Ability to work as an effective team member - be co-operative, support others and deliver what you promise 
Ability to communicate at all levels 
Excellent telephone manner 
Understanding of the property sale process and equity release loans and their purpose 
Working knowledge of property sales by private treaty and auction 
Good quality of written and verbal communication 
Ability to organise workload to meet deadlines 
Ability and willingness to see a task through to completion. 
Customer focused - identify effective solutions for borrower, internal client and external client. 

Desirable Knowledge, Skills and Characteristics 

People Management experience. 
Full Ce MAP Qualification. 
NFOPP Technical Award in the Sale of Residential Property. 
Knowledge of the applicable regulations/codes governing the financial services industry.