Subject Matter Expert

Process Expertise & Guidance

• Serve as the go-to expert for all UK mortgage process queries, lender policies, and regulatory requirements (FCA, MCOB, KYC/AML, GDPR).
  
• Provide floor support, resolve complex cases, and assist agents with decision-making or escalated scenarios.
  
• Conduct assessments on affordability, documentation requirements, credit analysis, and underwriting support tasks.
  

Training & Development

• Deliver process training for new joiners and upskilling sessions for existing staff.
  
• Create and update training materials, SOPs, knowledge bases, and reference guides.
  
• Participate in calibration sessions with Quality and Training teams to ensure consistent understanding of process guidelines.
  

Process Improvement & Quality Support

• Identify process gaps, recurring errors, and workflow inefficiencies.
  
• Recommend enhancements and collaborate with Quality, Training, and Operations to implement improvements.
  
• Support Quality Analysts with audit clarifications and contribute to root cause analysis (RCA) for defects.
  

Compliance & Risk Management

• Ensure operational adherence to UK mortgage regulations, lender mandates, AML/KYC requirements, and data privacy rules.
  
• Review sensitive or high-risk cases and escalate concerns in line with risk protocols.
  
• Monitor changes in lender policies or regulatory guidelines and communicate updates to relevant teams.
  

Stakeholder Management

• Act as a liaison between operations, clients, lenders, and internal teams.
  
• Participate in client calls, calibration meetings, and business reviews.
  
• Provide insights on performance trends, error patterns, and process compliance.
  

Skills & Competencies

Technical Skills

• Strong command over UK mortgage lifecycle:
  Application KYC/AML Affordability Documentation Underwriting support Valuation Offer Completion
• In-depth understanding of FCA regulations, credit reports, lender criteria, income verification (employed/self-employed), and property valuation guidelines.
  
• Proficiency in mortgage processing systems, CRM tools, and MS Office (Excel, PowerPoint).
  

Behavioral Skills

• Excellent communication and presentation skills.
  
• Strong analytical thinking and problem-solving ability.
  
• High accuracy, attention to detail, and decision-making capability.
  
• Ability to mentor, support teams, and handle high-pressure situations.
  

Qualifications & Experience

• Bachelors degree or equivalent experience.
  
• 2–5+ years of experience in UK Mortgage processing, underwriting support, QA, or training.
  
• Prior experience as a process expert, training buddy, or team mentor preferred.
  
• Certifications in mortgage processing, quality, or compliance are a plus.
  

Key Performance Indicators (KPIs)

• Accuracy of guidance and escalated case resolution
  
• Training quality and effectiveness
  
• Process adherence and error reduction
  
• Turnaround time for complex case handling
  
• Stakeholder satisfaction (internal & external)