The Account Administrator is an important role within the servicing and collections team. You must have excellent customer service skills to deal with the servicing of mortgages from the point of completion to redemption. Dealing with customers experiencing payment difficulties in the early arrears stage and providing responses to servicing queries.
The Account Administrator will work closely with the Collections Team Leader to ensure that accounts are being managed in accordance with our Collections Policy.
Key Responsibilities:
- Delivering accurate and timely processing of mortgage administration activities, such as redemption requests and setting up of direct debit instructions
- Contacting customers daily regarding unpaid direct debits
- Regular communication with customers with low arrears
- Discussing and negotiating options, e.g. arrangements and forbearance options, within mandate
- Monitoring arrangements to ensure they are complied with
- Signposting customers for free and independent debt advice
- Dealing with new loan completions
- Analysing problems, thinking creatively, and making effective decisions in an appropriate timescale
Essential Skills:
- Current experience in a servicing or collections role is preferential
- Experience in dealing with customers in financial difficulties, including vulnerable customers
- The ability to relate to customers and communicate pertinent information in a cohesive and professional manner
- Excellent interpersonal and communication skills
- Excellent organisational and prioritisation skills
- Excellent attention to detail
- Ability to work to tight timeframes
- Strong verbal and written communication skills
- An understanding of consumer duty
- An understanding of regulatory requirements and the impact these have on the business
- Strong team player
Key Measures:
- Maintaining a low level of loans in arrears
- Accuracy in correspondence
- Attention to detail
- Good feedback internally and externally
Benefits:
- 22 days holiday per year + an extra day for your birthday + bank holidays
- Life Assurance
- Pension
- Experience
- Required
- Languages
- English – Advanced
- Employment
- Full-time
- Schedule
- Monday-Friday 9am-5.30pm
- Salary
- £29,000 – £32,000 yearly
- Starting time
- Immediate start!
24-28 Oval Road, NW1 7DJ, London
Financial Services • 11-50 Employees
Hiring on JOB TODAY since January, 2026
Masthaven Finance was founded in 2005 as a specialist property finance lender. In February 2025, it merged with Spring Finance to expand its offering. Masthaven provides mortgage, bridging and development finance.
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