Primary Servicing Account Manager

About the role

We are seeking a proactive, customer‑focused Primary Servicing Account Manager to deliver exceptional service and guide customers through their financial journeys. You will work in a fast‑paced environment, handling a wide range of loan administration tasks and ensuring compliance with service level agreements.

Key responsibilities

• Manage all inbound calls, post, and emails, meeting agreed SLAs.
• Process new account uploads, submit BACS files, and resolve unpaid direct debits.
• Allocate cash and ensure funds are applied to the correct accounts, including bank account checks.
• Handle servicing team banking tasks such as cash/card allocation, redemption, and part settlements.
• Scan title updates, process redemption and capital reduction funds, and manage deed of postponement and easement requests.
• Oversee printing, E‑DS1 uploads, payment holidays, overpayments, exits, refunds, and credit arrears reporting.
• Coordinate with solicitors on missing title registrations and manage end‑of‑month cash/redemption allocations.
• Monitor CRA returns, credit accounts, and monthly consolidation refunds.
• Process invoices, resolve system exceptions, and manage base rate changes and complaints.
• Support system testing and assist senior managers to ensure effective team operations.

Required profile

• Excellent telephone etiquette and communication skills.
• Strong attention to detail and logical, organised approach.
• Self‑motivated, proactive, and able to work both independently and as part of a team.
• Good negotiation abilities and the capacity to handle multiple priorities.

Required skills

• BACS
• Phoebus
• Fusion
• CAIS
• E‑DS1