Careers at The Stafford Building Society

You will lead and develop the mortgage and saving services proposition and team, ensuring the delivery of a compliant and member-centric service across the Society’s different channels – postal, telephony and digital.

You will also take responsibility for the execution and development of a number of member-related processes, as well as the implementation of new regulations.

• Manage and coach mortgage services administrators and saving services administrators to deliver a high level of customer service and attention to detail.
• Oversee training, competency, and CPD requirements.
• Conduct regular reviews with each member of the team and support both personal and professional development.

Operational Oversight

• Conduct the required mortgage first-line reviews to ensure ongoing competency and compliance of the team.
• Oversee savings account administration including transactions, amendments and changes to standing customer data completing the required first-line reviews to evidence controls and provide first-line assurance.
• Monitor KPIs including service levels, accuracy, and good member outcomes across all channels.
• Lead system testing for all mortgage service and saving service activities.
• Manage scheduled events including, but not limited to, annual statements, maturities, year-end and tax year-end activities.
• Ensure all back-office controls and preventative measures are operating effectively to mitigate operational and conduct risks including activities such as the actioning of anomaly reports, bank processing upload, SCV file.

Customer Experience

• Lead a team to deliver high-quality mortgage and savings administrative support embracing a ‘right first time’ culture.
• Champion continuous improvement of the customer journey, recommending and implementing process improvements where appropriate.
• Coach and develop the team so that they are confident to handle complex cases and support vulnerable customers.
• Identify opportunities for growth in savings balances, lending and retention including engaging with marketing and our customer outcomes analyst.

CeMAP would be advantageous but not essential, however an understanding of both mortgage and savings administration will be required.

We are also looking for someone who can demonstrate an understanding of Building Society regulation.

This role can be offered on a hybrid basis, however there is a requirement for weekly office presence in Stafford 3 days each week.

As our Branch Manager, you will lead a team that maintains the highest level of accuracy whilst providing a customer journey to be proud of.

You will lead a team who ensures member transactions are accurate, fair and that enquiries are dealt with efficiently.

Resourcing in the branch must be sufficiently managed to deal with members’ needs.

• You will drive change and look for process and procedural improvements to enhance our customer journey, including setting the standard in terms of identifying and supporting vulnerable customers.
• As a leader, you will address training & development needs and embrace a culture of continuous improvement.
• You will demonstrate proactivity in the organisation and prioritisation of branch activities, ensuring all customers receive service quickly and efficiently but with exceptional attention to detail.
• Support with branch marketing by liaising with our marketing team to ensure that all information and documentation provided in the Banking Hall is up to date and in accordance with relevant standards and policy.
• You will maintain knowledge of regulation and Society practice, adhere to Society policy, systems and controls and assist with Internal Audits and compliance checks in your area.
• Ensure that the Branch team support and are proactive in system testing and both procedural and regulatory changes.
• Work with key stakeholders when dealing with the interests of members and their community by giving consideration to their feedback, dealing positively with complaints and supporting member engagement activities.
• Having just 1 branch at the Stafford, you will be key to the success of enhancing the Society’s image, presence, and reputation.

Financial Crime

To ensure that Financial Crime, Anti Money Laundering and Fraud standards and guidance are adhered to as part of day to day activities as outlined by the Society’s policies and in line with regulatory expectation

Consumer Duty

Support the delivery of good customer outcomes through the following 4 FCA Consumer Duty Outcomes:

• products and services
• price and value
• consumer understanding
• consumer support

Data Protection

To ensure that Data Protection policy, standards and guidance are adhered to as part of day to day activities as outlined by the Society’s policies and in line with regulatory expectation

Training

Adhere to the Society’s Training and Competency Policy including maintaining of self-study, attend industry training and internal CBT training modules.

Maintain competency as required under our Competency framework.

Risk Management

To take personal responsibility and escalate any incidents or risk events when they are identified.

Conduct Rules

Adhere to Individual Conduct Rules as prescribed by the FCA and PRA.

Key skills & experience

• Previous branch management experience in financial services
• Proven ability to lead, motivate, and develop a team
• Experience in performance management and coaching
• Strong decision-making skills
• Proactive in identifying operational risks and resolving issues
• Ability to resolve complaints and complex queries with empathy and professionalism

As a mandated underwriter, you will use your experience, knowledge, and judgement in assessing and underwriting mortgage applications.

The role involves reviewing and making decisions based on individual case profiles and risk. You must deliver sound customer outcomes with a fully documented rationale.

• Work on complex mortgage applications whilst taking the human approach to review cases manually and not relying on automated systems or algorithms to make lending decisions;
• Responsible in deciding to approve or decline mortgage applications according to lending policy and criteria;
• Verify documents to support the underwriting of a case;
• Review valuation reports;
• Effectively build positive relationships with internal stakeholders, brokers, solicitors, valuers and other third parties;
• Strong analytical skills which supports sound decision making in order to provide good member outcomes;
• Responsible for documenting lending decisions and clearly communicating the reason for approval or declining of cases to the applicant or broker;
• Highly organised, prioritise workload to achieve deadlines;
• Produce work to a high level of accuracy;
• Effective presentation at credit committee and board level on cases that may be outside of lending criteria or policy;
• Sign off mortgage offers and mortgage completions;
• Contribute and support the ongoing development of Society procedures and processes;
• Contribute and support the ongoing development of lending policy and criteria;
• Embracing the Society’s values and promoting them effectively alongside the society brand;
• A team player with the ability to use own initiative;
• Maintain Financial Crime awareness alongside the requirement to report suspicious activity or mortgage fraud to the MLRO;
• Work within the Society’s Risk Management Framework, including all relevant policies, and exercise key controls to minimise risks.

The successful applicant must hold CeMAP