Retention & Expiring Loans Officer

We are seeking a customer-focused Retention & Expiring Loans Officer to join our team. In this role, you will be responsible for retaining customers whose fixed-rate interest terms are ending, as well as managing the repayment of loans approaching the end of their contractual term.

You will oversee the customer journey and contact strategy for all expiring loans and fixed-rate expiries across our Real Estate lending portfolio. This includes proactive engagement with customers, brokers, and solicitors in a fast-paced environment to ensure smooth transitions and positive outcomes.

• Product Transfer Management
  Handle applications for product transfers where customers wish to fix their interest rate. Ensure accurate account conduct checks are completed, service delivery is exceptional, and processing is precise—maximising every opportunity to retain the customer.

• End-of-Term Loan Oversight
  Manage the pipeline of loans nearing their contractual end date through effective workflow and case management. Proactively communicate with customers, brokers, and solicitors to ensure there are  suitable repayment arrangements in place to repay the loan on time. .

• Compliance & Risk Alignment
  Ensure all activities are carried out in line with standard operating procedures, the bank’s credit risk appetite, and regulatory policies. Maintain high standards of accuracy and integrity throughout the customer journey.