Broker Support - 6 Month FTC

Job Title: Broker Support

Employment type: 6-month fixed-term contract

Location: London Hybrid (after the first 12 weeks, 3 days in the office, 2 days from home)

Salary: Up to 40,000

Benefits:

• 25 days' holiday (rising to 30 with service) + your birthday off (pro rata)
• Generous, matched pension + life assurance (subject to eligibility)
• Private medical cover (Bupa) (qualifying period)
• Holiday buy/sell scheme (up to 5 days)
• Eye care support + Employee Assistance Programme
• Recognition awards + regular social events
• Learning & development opportunities

About the position of Broker Support:

Join a specialist lender based in London in a highly telephone-based role, acting as a key point of contact for the Sales Team, Sales Operations and external distribution partners. You'll be responsible for reviewing lending scenarios, answering queries and providing guidance on lending policy, criteria, systems and processes. This is a fast-paced, problem-solving role where you'll work closely with both internal teams and external partners to assess scenarios and provide clear, timely and commercially focused decisions.

The role involves a high volume of telephone interaction and webchats, so great communication skills and the confidence to build relationships with brokers and other stakeholders are essential.

You'll also identify recurring queries and trends, helping to drive improvements across lending criteria, processes and systems and ensuring the right lending outcome can be reached as efficiently as possible.

Responsibilities for the position of Broker Support:

• Handle a high volume of telephone and written queries from brokers, packagers and internal teams on lending criteria, applications and policy.
• Review mortgage applications, including credit reports, income evidence, bank statements and valuations, against lending criteria.
• Assess complex or declined cases and identify opportunities to rework applications within risk appetite.
• Refer applications outside standard criteria, building a clear and commercially sound rationale for approval.
• Build strong relationships with brokers and internal stakeholders, providing clear guidance and a first-class customer experience.
• Manage an allocated case pipeline, ensuring applications are progressed efficiently and SLA and quality targets are consistently met.
• Identify recurring queries and trends, contributing to improvements across lending criteria, processes and systems.
• Maintain accurate case notes and ensure all activity complies with regulatory, risk and governance requirements.

Experience required for the position of Broker Support:

• Experience in mortgage underwriting, homeowner lending or specialist lending.
• Understanding of mortgage lending criteria, policy and the broker/customer journey.
• Excellent telephone and written communication skills, with confidence managing and challenging brokers and key stakeholders.
• Problem-solving skills, with the ability to assess complex lending scenarios.
• Proven negotiation and influencing skills, with a focus on achieving positive outcomes within risk appetite.
• Experience working in a fast-paced, regulated financial services environment.
• Strong customer service focus and ability to manage conflicting priorities and tight SLAs.
• CeMAP or equivalent mortgage qualification desirable.

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