Lending Support Associate

About the role

You take ownership of the entire intermediary and customer journey from first enquiry to a complete, compliant application package. You work closely with broker partners to ensure smooth onboarding and clear communication of our bank's standards and expectations. You manage incoming lending enquiries with care, triaging each case to identify the right next step and prevent bottlenecks in the pipeline. You package lending cases to a high standard, checking that every document and detail aligns with the Bank's lending appetite and internal policies. You act as a vital link between customers, brokers, and Lending Managers, enabling smoother handovers and faster progression into Credit review. You apply curiosity and energy to understand emerging risks and patterns in enquiries, feeding insights back to the team for continuous improvement. You demonstrate integrity and responsibility by maintaining confidentiality, adhering to regulatory standards, and doing the right thing even when issues are complex. You contribute to a collaborative environment where people first, helping colleagues and partners so that the bank can deliver better outcomes for UK SMEs.

Key facts

What you'll do

Investigate incoming lending enquiries to determine eligibility and required documentation.

Coordinate with broker partners to gather necessary information and resolve outstanding queries.

Verify completeness of application files against the Bank's predefined criteria and standards.

Classify and route cases to the appropriate Lending Manager for review and further progression.

Monitor the status of cases in the pipeline to identify delays and support timely decision making.

Communicate updates clearly to internal stakeholders, maintaining transparency throughout the lending process.

Perform compliance checks to ensure adherence to the Bank's lending appetite and regulatory obligations.

Maintain accurate records of interactions, decisions, and actions taken within case management systems.

Identify recurring issues or gaps in documentation and escalate insights to improve internal procedures.

Support the onboarding of new broker partners through structured processes and clear guidance materials.

Assist in the preparation of summary reports on case volumes, outcomes, and key trends for the Lending team.

Promote a customer focused mindset by handling enquiries with professionalism and care at every stage.

Contribute to continuous improvement initiatives aimed at streamlining the lending application workflow.

Demonstrate flexibility in managing workload priorities to meet team objectives and service level expectations.

Act as a first point of escalation for questions related to application status, documentation, and eligibility.

Requirements

You have the right to work in the UK and are eligible for employment under UK laws.

You hold a permanent residency or settled status that removes any restrictions on your ability to work.

You have a valid passport or acceptable alternative documentation for identity and employment verification.

You possess the right to take up employment without requiring sponsorship or additional visa arrangements.

You are not subject to any immigration restrictions that would prevent lawful employment in the United Kingdom.

You are able to start within the timeframe specified in the recruitment process and commit to the contract duration.

You can work a minimum of 25 hours per week, aligning with the needs of the team and operational coverage.

You have experience working in a regulated environment, understanding the importance of compliance and accuracy.

You have strong attention to detail, ensuring that all documentation and data are handled accurately and consistently.

You demonstrate good written and verbal communication skills, enabling effective interaction with colleagues and partners.

You are comfortable using digital systems and case management tools to track and update application information.

You show initiative and ownership, taking responsibility for tasks and seeing them through to completion.

You are able to manage competing priorities and maintain a professional standard of work under pressure.

You understand the importance of confidentiality and are committed to protecting customer and partner information.

Practical notes

This is a 9 month Fixed Term Contract.

You will work 25 to 35 hours per week.

This role is based in Milton Keynes.

There is no requirement to travel.

There is no requirement to visit a specific office in person.

There is no sponsorship available for this role.

There is no visa sponsorship available for this role.

The start date is dependent on successful completion of recruitment checks.