Welcome to Chetwood Bank.
We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

Chetwood Bank

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underwriter

Chetwood Bank is a UK-based digital bank offering consumer-facing savings accounts and buy-to-let mortgages with an emphasis on simple, online-first services, competitive rates and fast customer support. It operates under several trading names (ModaMortgages, SmartSave, BetterBorrow, LiveLend), is authorised and regulated by the Prudential Regulation Authority and Financial Conduct Authority, and emphasizes no-nonsense, cost-conscious banking for everyday customers and property investors.

Welcome to Chetwood Bank.

We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

- Mortgage Underwriting

- Responsible for all aspects of Secured Lending Underwriting across all organic mortgage brands and proposition styles.
- Responsible for building a cohesive team of competent Underwriters who consistently deliver appropriate lending outcomes in line with policy, process and regulatory requirements.
- Responsible for the strategy, treatment, and experience of the bank’s mortgage customers, driving towards a best in class Service Delivery Model in Mortgage Operations.
- Responsible for maintaining Consumer Duty principles with regards to Consumer Support and Consumer Understanding.
- Responsible for the identification/oversight of the bank's fraud & financial crime within the Secured Lending Operations.
- Work collaboratively with the Head of Secured Lending Operations to deliver consistent and timely lending outcomes across the whole of Secured Lending Operations
- Act as a point of escalation for complex queries from department colleagues and key stakeholders from across Chetwood and our key stakeholders.


- Be part of the development, maintenance and testing of business continuity and resilience plans.
- Be part of Third-Party Management, Procurement and Outsourced Servicing Oversight across the business.
- Be part of cataloguing and maintaining key business processes/procedures 
- Aid in establishing the bank's business readiness process to ensure all business requirements are delivered as a part of change implementation.
- Be part of the training across the business either classroom or e-learning, including input into the production of online training module creation.
- Be part of Operational Quality Assurance, incorporating customer contact, outcome testing and E2E operations process testing.
- Be part of the bank's operational risk exposure by supporting the business to identify areas of operational risk exposure and by developing and implementing corrective action.


- Collaborate with leadership, committees and consultants to execute strategies.
- Communicate strategy effectively throughout the company.
- Ensure compliance with Regulatory requirements relating to Operations.
- Responsible for implementing, monitoring and analysing KPIs/KRIs for day-to-day operations to ensure efficient completion of activity within desired SLAs across all products and functions.
- Lead on the execution of business initiatives.
- Drive effective communication of highly complex / contentious information where there are barriers to understanding.
- Act as an internal communications advisor to ensure the organisations culture and strategy is well messaged across the business.


Head of Secured Lending Underwriting

Head of Secured Lending Underwriting overseeing mortgage underwriting activities and leading a team of underwriters at a financial institution.

analyst

- Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed timeframes.
- Escalate improvements and risks to internal and external stakeholders as appropriate.
- Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible.
- Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions.
- Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery.
- Maintain accurate documentation of IT service processes, procedures, and performance metrics. Generate regular reports for management review.
- Assisting the IT Service Delivery Manager with trend analysis on Service Delivery performance.
- Continuously develop an understanding of new and existing IT toolsets within the business in order to support and/or develop as needed.
- Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focussing on company managed projects).
- Increase of automation within the business using tools such as Jira automation and integrations such as Zapier
- Work in coordination with relevant internal teams and vendors to maintain the services & tools under remit (such as the telecommunications system Genesys).

IT Service Delivery Analyst

IT Service Delivery Analyst responsible for improving IT service delivery at Chetwood Bank. Drives service improvement and manages IT service performance in a hybrid work environment.

customer-support

• The role of a Customer Service Agent is to handle incoming and outgoing contact, across a variety of communication channels.
• The Customer Service Agent delivers support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary and good customer outcomes are achieved.
• Primary duties include answering phones, responding to emails and web chats. All our Customer Service Agents are brand ambassadors for our financial products and aim to satisfy customer queries within their first point of contact.

Customer Service Agent – Front Office

Customer Service Agent handling incoming and outgoing customer inquiries via phone, email, and web chat. Focused on delivering exemplary service in a hybrid role based in Wrexham.

• Discuss lending policy, processes, and products and guide through the mortgage application system/aid submission.
• To develop key relationships with brokers to understand their business issues and priorities.
• Handle telephone, live chat and written enquiries from intermediaries and deal with all administration processes to enable new and continued business
• Dealing with queries on how to structure a case and general broker inquiries pre-DIP/FMA.
• Owning and resolving issues and understanding how and when to escalate.
• Developing and building effective working relationships with key stakeholders within and outside of the immediate business area.
• Supports Mortgage Operations teams with sending out Mortgage offers, allocating post and emails and any other adhoc projects /processes as required

Lending Support Specialist

Lending Support Specialist working as part of the Mortgage Operations team. Onboarding brokers and handling inquiries to facilitate service excellence.

Welcome to Chetwood Bank. We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

Chetwood Bank

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