Loans Manager

About HTB

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.

We offer niche specialty lines, as a SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy. Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.

About the Department

Specialist Mortgages

Having grown to become a leading name in the specialist buy-to-let market, our Specialist Mortgages division provides buy-to-let, residential and semi-commercial investment loans up to £25m to professional UK property investors and landlords. We believe landlords and property investors are key to providing more homes to rent. We support them in doing this through our panel of specialist brokers who work with our team of specialist property bankers and innovative suite of products and criteria, all whilst providing market-leading service. The division continues to drive forward its growth ambitions through increased market share, expanding our proposition through innovation, and a constant focus on improving the broker experience.

About the Role

We're looking for a proactive and customer-focused Loan Manager to join our Specialist Mortgages Customer Services team. In this role, you'll be the first point of contact for servicing matters, supporting customers and brokers with requests that vary their original mortgage agreements.

You'll manage a pipeline of servicing enquiries, ensure timely and accurate responses, and maintain high standards of customer service and operational compliance.

Key Responsibilities

• Act as the primary contact for servicing enquiries from customers, brokers, and internal teams
• Manage requests such as consents to lease or part releases of security
• Maintain a clear and up-to-date pipeline of customer applications
• Issue timely responses in line with service level expectations
• Process enquiries in accordance with policy, escalating where needed
• Prepare credit proposals for amendments to existing facilities
• Maintain accurate customer records across systems
• Work towards and maintain a decision mandate for customer approvals
• Escalate concern cases to business support as appropriate

Who You'll Work With

You'll collaborate with internal teams including Specialist Mortgages, Credit Risk, and First Line Risk, and externally with brokers, customers, valuers, and mortgage conveyancing lawyers.

What We're Looking For

• Experience in mortgage servicing/underwriting
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment
• Strong communication skills, both written and verbal
• High attention to detail and accuracy
• A collaborative team player with a customer-first mindset
• Understanding of risk management principles

If you're ready to make an impact in a specialist lending environment and help deliver outstanding service to property investors, we'd love to hear from you.