Primary Servicing Specialist – Mortgage Services

About the role

Stellar Select Limited is launching its first in‑house Primary Servicing team within an established mortgage lender. As the inaugural Primary Servicing Specialist, you will help shape the new function, supporting the rollout of a brand‑new servicing platform and building scalable processes for future growth.

Key responsibilities

• Serve as the main point of contact for borrowers, handling mortgage servicing enquiries via phone and email with professionalism and empathy.
• Manage post‑completion servicing activities, ensuring compliance with SLAs, regulatory requirements and internal procedures.
• Own end‑to‑end resolution of borrower queries, including redemptions, terminations, borrower changes, consent requests and account maintenance.
• Process payments queries and conduct source‑of‑funds checks for unexpected transactions.
• Identify vulnerable customers and apply fair‑treatment principles in line with Consumer Duty.
• Maintain accurate case notes across servicing systems and liaise with solicitors, third parties and internal teams.
• Log and escalate complaints, support internal audits, QA reviews and compliance checks.
• Contribute to continuous improvement by flagging recurring issues and suggesting enhancements.

Required profile

• Proven experience in primary or mortgage servicing.
• Strong understanding of mortgage account lifecycles, redemptions and related processes.
• Ability to work independently, manage multiple queries and meet tight deadlines.
• Excellent communication skills with a customer‑focused mindset.

Required skills

What we offer

• Competitive salary up to £35,000 per year.
• Hybrid working model – three days remote, two days onsite.
• Generous holiday allowance, pension scheme and private healthcare.
• Enhanced parental leave, life insurance and EV/cycle‑to‑work schemes.
• Regular social events and a supportive team environment.