In Life Servicing Officer - Retail Mortgages at Shawbrook · Glasgow

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Job Description

As an In‑Life Servicing Officer, you will play a key role in supporting customers throughout the life of their mortgage. You will manage a wide range of customer enquiries and service requests, ensuring accuracy, regulatory compliance, and a consistently high standard of customer experience.

You’ll operate as part of the Bank’s wider In‑Life Department, working closely with teams across Retail Mortgages, Real Estate and SME to ensure servicing processes are aligned, efficient, and deliver good outcomes for all customer segments.

This is a great opportunity for someone who enjoys problem‑solving, delivering excellent customer service, and working collaboratively in a fast‑paced environment.

Key Responsibilities

Customer Service & Case Handling

• Act as a first point of contact for existing mortgage customers, responding via phone, email, and written correspondence.
• Manage servicing tasks including account amendments, redemption statements, payment adjustments, statements, fees/charges queries, and general servicing needs.
• Ensure all customer interactions are handled professionally and accurately, maintaining clear and compliant case notes.

Mortgage Administration & Product Transfers (Strictly Non‑Advised)

• Administer a full range of in‑life servicing activities, including Consent to Let, Transfer of Equity, payment recalculations and account servicing changes.
• Manage the end‑to‑end Product Transfer journey on a strictly non‑advised basis, ensuring customers receive factual, balanced information only.
  • Support customers approaching rate expiry without providing any form of advice, recommendation, or opinion on suitability.
  • Issue Product Transfer documentation accurately and in line with non‑advised communication standards.
  • Process the selected product efficiently, ensuring all regulatory and internal controls are followed.
• Ensure all Product Transfer interactions reflect Consumer Duty expectations, clear customer understanding, and adherence to all non‑advised scripts and governance requirements.

Regulatory & Quality Standards

• Apply Consumer Duty, MCOB and Conduct Rules across all decision‑making.
• Identify and escalate vulnerabilities and potential risks promptly.
• Maintain accurate records and adhere to all standard operating procedures.

Cross‑Team Collaboration

• Work closely with colleagues across Retail Mortgages, Real Estate and SME to support consistent servicing and share best practice.
• Contribute to cross‑department plans, workflow improvements, and customer outcome monitoring.
• Support multi‑brand operational activity and assist with cross‑skilling initiatives.

Continuous Improvement

• Identify opportunities to enhance processes, strengthen controls, and improve efficiency.
• Participate in team meetings, knowledge sharing sessions, and upskilling through the In‑Life Servicing proficiency framework.

Qualifications

• Experience in mortgage servicing, financial services operations, or a customer‑facing regulated environment.
• Strong communication skills with the ability to explain information clearly and empathetically.
• Telephony experience preferred.
• High attention to detail and the ability to work accurately under pressure.
• Confident working across multiple systems and following structured procedures.
• A collaborative mindset, comfortable working with multiple teams and business lines.
• Commitment to delivering fair customer outcomes and understanding regulatory expectations.

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done