Senior Credit Risk Manager, Credit Platform

🏠 Getting a mortgage should feel simple, not stressful. That's why we built Habito by Monzo.

We combine smart technology with expert mortgage advisers to help people find the right mortgage, faster. It's personalised, straightforward, and completely free. Check out our protection guide and mortgage calculator.

And we're not stopping there. We're rethinking what buying a home can look like, building products and experiences that make every step easier. If you join us, you'll help shape what's next 

We’re looking for a number of roles within our Mortgage Customer Success team! 

Habito is making it easier than ever to get a mortgage, with cutting-edge technology and a straightforward service that puts customers in control.

You’ll be part of a diverse team with years of mortgage experience amongst them. It’s a fast-paced and ever-changing environment - if something’s not working well, we’re not afraid to change it. We’re each a proud part of our longstanding 4.9* Trustpilot rating with over 10,000 reviews.

The roles we're hiring for are:

Customer Champion - integral part of our customers’ mortgage journey. You’ll help assemble mortgage applications on behalf of our customers, making sure the information we give to lenders is accurate. This work makes all the difference to customers, because it directly affects how long it takes to get their mortgage offer.

The role includes:

• sense checking and then transfer customer data from our own internal systems into the mortgage lender portals. That means you’ll put together the actual mortgage application for customers.
• navigating loads of different lender portals. We work with 90+ lenders – each has a different portal, and each asks for information in different ways. We’ll make sure you get plenty of support with this until you get used to it.
• managing your own pipeline of applications and work towards your monthly targets. You’ll have to work with care but quickly, too.
• working with the rest of our operations team to hand over customer cases without a hitch.
• calling or chatting online with customers if you need to get more information from them, or clarify something. (This likely won’t happen every day)

 

Customer Experience - working as part of the Mortgage Operations team the Customer Experience role is an important function to support our customers and several areas across mortgage operations.

The role includes:

• understanding our product and service inside out and making sure you are always up-to-date with the latest changes on the platform
• spotting trends in customer feedback and helping the team anticipate and solve issues proactively
• being the users’ friendly and reassuring guide around the website, troubleshooting issues and providing information and guidance where necessary
• using live chat, email and Slack to communicate with our users and team on evenings and weekends
• escalating issues as appropriate to your line manager
• a key player on the front line of our brand, you will maintain a consistent brand voice across all interactions

 

Customer Success Expert - you'll be at the heart of everything we do: managing ongoing pipelines of applications efficiently and effectively, working closely with Operations colleagues and the wider team to deliver the best results for the customer and empathising with purpose to always put the customer first.

The role includes:

• providing our customers a 5* experience
• working as part of the team to proactively, efficiently and effectively manage customers’ applications from submission through to completion.
• managing updates from lenders, conveyancers, and surveyors, and filter this back to customers with comprehensive, jargon-free updates.
• working alongside our team of Mortgage Experts to ensure the best outcome for our customers.
• deftly navigating the myriad ways different providers process applications

 

More about you:

A minimum of 2 years’ mortgage experience is essential. This should include working and liaising with customers and navigating mortgage processes with accuracy and attention to detail.

• High attention to detail
• Resourceful
• You are organised and systematic in your work
• Keen on using technology and working in an online environment
• Happy to work as part of a team and independently
• Empathetic
• You’re proud of your excellent communication skills, command of English and grammar, and your typing speed
• Want to achieve the best for your customers