Lending Support Officer

This is a 6months Fixed term contract.

Afin Bank is a UK Bank designed for individuals whose financial needs often go beyond traditional banking models. It caters to a diverse clientele, including self-employed professionals, foreign nationals, and high-net-worth individuals. Afin Bank offers a range of services, including savings accounts, mortgages, and investments, all aimed at helping customers achieve their financial goals.

Our products are tailored to meet the unique circumstances of their clients, ensuring that everyone's financial journey is supported and inclusive. Driven by our vision to make banking simple, fair, and built around the customer, we combine expert understanding with innovative thinking to help people achieve their financial goals with confidence.

Our mission is to support individuals and communities that are often overlooked by traditional lenders, creating a safe and inclusive environment where customers feel understood, valued, and empowered to succeed. Backed by WAICA Reinsurance Corporation Plc, one of the world's leading reinsurance groups, Afin Bank is built on a strong foundation of financial strength, expertise, and long-term stability. We are committed to delivering straightforward, supportive banking solutions that help our customers build stability, grow wealth, and plan confidently for the future.

Because at Afin Bank, we believe life doesn't fit in a box, and banking shouldn't either.

The role

Afin Bank is looking for a customer-focused and detail-oriented Lending Support Officer to join our growing Lending Operations team on a permanent basis. This is an exciting opportunity to play a key role in supporting brokers, customers and internal stakeholders throughout the mortgage journey across residential, Buy-to-Let and bridging lending products. Working in a fast-paced environment, you'll help ensure applications are processed accurately, efficiently, and in line with regulatory requirements while delivering an exceptional customer experience.

Role Responsibilities

• Manage and progress mortgage applications across residential, Buy-to-Let and bridging lending in line with Afin’s policies, procedures and agreed SLAs.
• Support applications throughout the lending journey, including application processing, document review, valuations, offer and completion activity where applicable, ensuring case records and data remain accurate, complete and auditable.
• Respond promptly and professionally to broker and customer queries, complaints and requests, providing clear guidance and resolving technical or process queries where appropriate.
• Liaise effectively with brokers, solicitors, valuers and internal teams to progress applications and resolve queries, escalating complex cases, risks or issues appropriately.
• Support the Bank’s complaints and vulnerable customer processes, ensuring concerns are identified, recorded and managed fairly and in accordance with policy.
• Support post-completion and mortgage servicing activity in accordance with agreed processes and procedures.
• Maintain high standards of service, quality and productivity, taking ownership of personal performance and supporting quality assurance and remediation activity where required.
• Collect and share broker and customer feedback, using this alongside operational experience to identify opportunities to improve products, processes, systems and lending journeys.
• Contribute to the development and testing of new lending products, processes and procedures, working collaboratively across Afin and supporting the continued development of the Lending Operations function.
• In addition, the Lending Support Officer may also provide general lending administrative and operational support for post-completion servicing, related functions including loan reporting and analytics and remediation management.
• As a new bank, the LSO team may also be involved in the design and build of new processes, procedures and supporting documentation and operational readiness. The role offers an ongoing opportunity to shape and deliver an industry leading proposition.

The successful candidate will have:

• Minimum 2 years' experience in lending operations, mortgage administration or customer service within a financial services environment.
• Bridging experience strongly advantageous.
• Strong organisational and time-management skills.
• A customer-first mindset with the ability to handle complex or sensitive cases professionally.
• Excellent problem-solving and decision-making abilities.
• A collaborative approach and willingness to support colleagues.
• A growth mindset and enthusiasm for learning within a fast-growing bank.
• An understanding of Commercial Mortgages would be an advantage for future growth.
• Communication skills – the ability to actively listen and clearly deliver written or verbal responses in a friendly and professional manner.
• Problem-solving skills: A LSO requires effective problem-solving to analyse a situation efficiently, this may include escalating the issue to the relevant department where necessary.
• Relationship management skills: the role of the LSO links in with various 3rd parties, internal teams and third parties.

Benefits and Values

Our Values

• Curiosity
• Togetherness
• Empowerment
• Innovation

Benefits

Our benefits package consists of but not limited to:

• 6x life assurance
• 26 days annual leave
• BUPA private medical insurance
• 15% pension (5% employee contribution and double matched as 10% employer contribution)
• Annual discretionary bonus eligibility
• Access to a suite of competitive benefits under Health and Wellbeing
• Colleague social events
• Birmingham office specific weekly treats such as Cake Wednesdays and Drinks Fridays

If you're passionate about delivering outstanding service, enjoy working in a collaborative environment, and have experience supporting mortgage applications from start to finish, we'd love to hear from you.

Join Afin Bank and help us deliver an exceptional lending experience for our brokers and customers.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.