Customer Services Officer

Up to £28000.00 per annum + Benefits | Watford, Hertfordshire

Job Title: Customer Services Officer

Location: Watford

Salary: Up to £28,000

Hours: Monday to Friday 9 am to 5:30 pm


  • Contributory Pension scheme
  • Private Medical Healthcare
  • Life Assurance
  • Dental Plan
  • Free eye tests
  • Annual leave purchase scheme
  • Social events
  • Refreshments
  • 25 days annual leave with bank and public holidays on top
  • Perk box
  • Superb development opportunities

About out Client:

Our esteemed client is a distinguished specialist lender, renowned as one of Europe’s most rapidly advancing leaders in property finance and specialised lending. With a results-driven mindset, they consistently strive to exceed expectations and deliver outcomes that go above and beyond with the customer always in mind.

Demonstrating their commitment to fostering a vibrant work environment, they have made substantial investments in their office space, ensuring it serves as an optimal setting for their dedicated staff to not only work but also thrive. They have a sun terrace with a pergola and seating, an atrium breakout space, a coffee point, 72 new cycle storage points and changing facilities.

This forward-thinking company has expanded its Learning and Development function. This expansion shows their dedication to enhancing the skill sets of their valued team members. The commitment to supporting their employees’ educational pursuits is evident in their generous backing of CeMap study.

Beyond professional development, they actively promote a positive workspace by organising regular social events and embracing dress-down Fridays.

About the Role:

In this entry-level opportunity you will engage directly with loan customers, utilizing your exceptional communication skills to gather crucial information and craft tailored payment plans or explore alternative forbearance options. This role is at the forefront of customer service excellence, making it ideal for individuals passionate about advancing their careers within the mortgage sector. Rest assured; comprehensive training will be provided to set you up for success. Don’t miss out on this chance to make a meaningful impact while honing your skills in a supportive.


  • Dealing with all calls, post and emails effectively and to within agreed SLAs
  • Checking of new account uploads
  • Submitting BACS files and actioning any unpaid direct debits or payments
  • Dealing with all cash allocations to ensure funds are applied to the appropriate account. This will include checking the company bank account(s)
  • Dealing with all Servicing team Banking including Cash/Card Allocation, Redemption, Part Settlements etc
  • Scanning Title updates to files
  • Actioning and applying all redemption and capital reduction funds to loans to redemption/completion.
  • Actioning all Deed of Postponement, and Easement requests to completion
  • Ensuing all Printing is undertaken and sent within agreed SLAs
  • Dealing with E-DS1 Upload, Payment Holiday Overpayments Exit & Refunds – Credit Arrears Report.
  • Dealing with Solicitors Missing Title Registrations
  • Dealing with Cash/Redemption allocation last working day of the month which may go beyond the time of 1730.
  • Dealing with CRA Return (CAIS)
  • Checking and Actioning any Accounts in Credit at month end (From the Daily Arrears report) and updating the Senior Servicing Manager on any cases
  • Actioning the Monthly Consolidation Refunds from Finance
  • Adhering to the Invoice Process to check and pass for payment of any invoices. (subject to mandate)
  • Dealing with any Exceptions between Phoebus and Fusion
  • Actioning any B of E Base Rate Changes & Complaints
  • Assisting the team with any Phoebus or system(s) Testing
  • Assisting the Senior Servicing Manager & Head of Group Servicing to ensure the effective operation of the Servicing Team
  • Taking Calls from customer and third parties to assist in the administration of their loans and any queries they may have

Experience required:

  • Good telephone skills
  • Ability to work as part of a team and on own initiative
  • Attention to detail
  • Strong negotiation skills
  • Self-motivated
  • Proactive
  • Logical and organised
  • Previous customer services or arrears management is preferred ideally from the financial services sector, but this is not essential

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it’s about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here’s what our complimentary service includes:

  • 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.
  • Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.
  • Negotiation of Job Offers: We’ll manage the negotiations on your behalf, aiming for offers that align with your expectations.
  • Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process

For more information regarding the role of Customer Service Officer please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

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