Mortgage Servicing Specialist

9 month FTC to April 2027 Location: Home based Salary: £40,000 pro rata + benefits An established and well-respected financial services organisation is looking to appoint a Mortgage Servicing Specialist to join its Operations team. This is an excellent opportunity for someone with mortgage servicing, customer outcomes or quality assurance experience to join a regulated lender where customer outcomes and regulatory standards are central to the business. Working closely with the Head of Risk & Compliance and an outsourced mortgage servicer, you'll review complex mortgage servicing referrals, provide clear decision-making and help ensure customers receive fair, consistent and compliant outcomes. The Role Key responsibilities include: • Reviewing mortgage servicing referrals that fall outside delegated authority. • Assessing complex customer cases and determining appropriate outcomes. • Ensuring referrals have been managed in line with regulatory requirements, internal policy and Consumer Duty expectations. • Providing feedback and guidance to the third-party mortgage servicer. • Escalating high-risk or complex matters where appropriate. • Maintaining accurate records and MI on referrals, decisions and actions. • Supporting governance through committee reporting, meeting attendance and minute taking. • Acting as a key contact for servicing queries from internal and external stakeholders. • Supporting continuous improvement across mortgage servicing processes. • Helping identify conduct risk, financial crime concerns and opportunities to improve customer outcomes. About You We're interested in speaking with individuals who have experience within regulated mortgage or financial services environments and who enjoy balancing customer outcomes with sound commercial judgement. You'll ideally have: • Experience within mortgage servicing, mortgage operations or regulated financial services. • A good understanding of mortgage regulation, including MCOB, DISP, PRIN and Consumer Duty. • Knowledge of mortgage arrears, financial difficulty, vulnerable customers and complaint handling. • Strong analytical and decision-making skills. • Excellent attention to detail and organisational ability. • The confidence to communicate with senior stakeholders and third-party service providers. • The ability to work independently whilst managing multiple priorities. Desirable Experience • CeMAP qualification. • Knowledge of the end-to-end mortgage customer journey. • Experience within quality assurance, customer outcomes, monitoring or coaching. • Understanding of mortgage risk and controls. • Experience supporting customers experiencing financial hardship or vulnerability. What's on Offer • Salary of £40,000 • 100% Home Based • Opportunity to work within a highly regulated and customer-focused environment • Broad exposure across risk, compliance and mortgage servicing governance • Supportive team with opportunities to develop regulatory and operational expertise If you're looking for a role where you can make a genuine impact on customer outcomes whilst working at the intersection of mortgage servicing, regulation and operational risk, we'd love to hear from you.