Completions Officer

Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans.

Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors, to the self-employed and customers with multiple jobs.

Our savings proposition is delivered online via our website, and is focussed on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts.

Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’.

We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.

As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.

As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments.

Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.

With offices in London, Newcastle and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis.

We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.

By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery.

We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.

Role Overview:

The role holder will be responsible for the completion of individual cases. All decisions will need to be made within business processes and regulatory standards. The role holder will have regular contact with solicitors and will be expected to deliver first class service to the Solicitor panel.

The role will require a proactive individual capable of managing multiple stakeholders across the business including Finance, Risk, Compliance, IT and Legal. The role holder will also require a keen eye for detail in the review of documentation and legal requirements for mortgage completions and be able to keep up to speed with developments in the industry.

Key Responsibilities:

• Work as part of a team to ensure that departmental SLAs are met along with maintaining high service standards to all stakeholders, in particular intermediaries & solicitors.
• Review documentation ensuring completeness & accuracy
• Check all system fields are complete & meet with funder requirements
• Respond to customer, intermediary or solicitor enquiries.
• To build successful working relationships with external contacts such as brokers, customers, surveyors and solicitors as well as internal teams.
• Ensure all funder & policy requirements are satisfied prior to release of funds
• Daily management of the Completions inbox to ensure that workload is actioned within set SLAs
• Ensuring that a high level of customer service is maintained daily
• Identify ways to improve department productivity or quality of service to brokers
• Interact with intermediaries and customers to ensure expectations are being met
• Receive inbound calls from intermediaries and solicitors and action as appropriate
• Ensure quality and productivity objectives are met
• Ensure conduct is in line with the Behavioural Framework.

Requirements:

• Educated to GCSE level
• Previous completions processing experience (preferred)
• Administration and/or workflow experience
• Previous experience of mortgage processing
• Customer contact experience
• Ability to pick up any errors, demonstrating a high degree of attention to detail
• Familiar with the financial services marketplace
• Strong organisation skills
• Excellent keyboard and IT literacy (including the use of Microsoft Word and Excel)
• Excellent oral and written communication skills
• Confident, clear and professional telephone manner
• The ability to take ownership of a task and confidently challenge to seek clarity
• The ability to perform well under pressure ensuring all SLAs are met
• The ability to work as part of a team, willing to assist others when required
• Strong commitment to customer service excellence
• Flexible approach to working practices
• Ability to think ‘outside the box’ & to take ownership of problems, seeing through to resolution
• Ability to work paid overtime if required

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day.

We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:

Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team

Inclusive - We value each other’s differences and work to see people for who they really are

Dynamic - We are flexible and fast, cutting through complexity and never accepting second best

Authentic - We are honest and genuine, what you see is what you get

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.

To apply for this role please email your CV to careers@vidabank.co.uk.