The days of putting people into boxes are over as far as we’re concerned. There are 8 billion people on this planet, and every single one is unique. So that’s how we treat each of our customers - as a living, breathing individual, not just a number.

We celebrate and support the beautiful complexity of real life. And instead of doing things how they’ve always been done, we do what’s best for our people and our customers, right now and into the future.

Our passion is to create the best products, services and experiences for customers and partners. That’s why we won’t compromise. If we don’t love it, we don’t do it.

So welcome to Real Life Lending. Welcome to The Mortgage Lender.

The Operational Support Officer plays a crucial role in bridging TML Operations and Shawbrook Finance to ensure the timely release and application of funds for TML customers. The successful candidate will manage completion and in-life customer service and support activities related to financial transactions, ensuring an exceptional customer experience. This role demands a strong focus on time sensitive tasks, facilitating the prompt release of completion funds and timely updates to customer mortgage accounts.

• Request daily mortgage funds from funder
• Prepare and send loan payment file to finance for release of funds to solicitors
• Process post completion servicing system checks
• Prepare and send procuration fee remittance advices
• Prepare payment file for proc fee payments, cash backs and retention releases
• Process returned funds from solicitors
• Prepare and send loan completion journals
• Monitor and manage Operational Finance mailbox enquiries
• Download and apply web portal payments to customer accounts (pre completion fees)
• Process BACS files (AUDDIS, ADDACS, DD Raise and ARUDD)
• Post redemption monies to customer accounts
• Post bank statement receipts to customer accounts
• Post debit card payments to customer accounts
• Validate and process invoice 3rd party invoices to customer accounts
• Validate and process 3rd party valuation invoice from panel supplier

• Strong experience within financial services ideally exposed to the secured lending or residential mortgage market
• Technology skills – Intermediate MS Office Skills, in particular Excel covering Pivot tables, Macros and Excel Formula.
• Experience of working as part of a small team and making effective contributions
• Experience of working in high volume and fast paced environments with tight daily deadlines

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.

• Competitive Salary
• 25 day’s annual leave
• Pension and healthcare
• Flexible working hours
• Hybrid Working
• Modern offices in Glasgow
• Positive and supportive environment

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