Credit Support Officer

Role Purpose

As an Operations Coordinator, you will play a central role in delivering an outstanding customer experience throughout the lending journey. You will own a range of key operational activities that ensure applications progress efficiently, third-party relationships are effectively managed, and all operational requirements are completed prior to funding.

Working closely with Underwriters and Credit Sanctioners, Brokers and external professional firms, you will help ensure every customer receives a seamless, professional and compliant service from application through to completion.

Your role is fundamental in maintaining operational quality, managing critical controls, and supporting the efficient delivery of lending across the business.

Key Accountabilities

• Own the delivery of an exceptional customer experience throughout the lending journey.
• Ensure Customer Due Diligence requirements are completed accurately, promptly and in accordance with regulatory requirements.
• Own the coordination and performance of professional panel instructions.
• Ensure all insurance requirements are satisfied prior to completion.
• Ensure loan completion packs are accurate, complete and issued on time.
• Maintain accurate operational records and documentation.
• Support efficient progression of lending transactions through to completion.
• Ensure operational activities comply with internal policies and regulatory standards.

Key Responsibilities Customer Due Diligence

• Complete CDD, AML, sanctions, and identity verification checks.
• Undertake broker due diligence and ongoing monitoring.
• Escalate unusual or suspicious activity.
• Maintain accurate due diligence records.

Professional Panel Management

• Instruct valuers, solicitors, monitoring surveyors and other professionals.
• Track service levels and chase outstanding reports.
• Maintain panel records and instruction processes

Insurance Management

• Obtain and review insurance documentation.
• Verify the cover meets lending requirements.
• Monitor outstanding insurance conditions.

Loan Closing & Completion

• Prepare loan completion packs.
• Verify that completion conditions have been met.
• Coordinate documentation ahead of drawdown.
• Support the smooth completion of loan transactions alongside Underwriters.

Customer Service

• Act as a key contact for customers and brokers.
• Provide regular updates on applications.
• Resolve or elevate customer queries promptly.

Operational Administration

• Maintain CRM and document management systems.
• Record accurate case information.
• Escalate delays and missing documentation.
• Support continuous process improvement.

Skills, knowledge, and experience

• Understanding of AML/CDD requirements.
• Experience of working as part of Credit/Underwriting teams
• Knowledge of loan completion processes.
• Previous experience within property finance, banking or financial services.
• Excellent customer service skills.
• Strong organisational and administrative ability.
• Excellent attention to detail.
• Confident communicating with customers, brokers and professional firms.
• Ability to prioritise a varied workload.
• Strong IT skills and experience using CRM/document management systems.
• Proactive approach to problem solving.
• Desirable: Knowledge of Development Finance or Commercial Lending.
• Experience working with solicitors, valuers or other professional advisers.