Portfolio Manager – Specialist Mortgages

📍 Location: London (Head Office) 🕘 Hours: Monday to Friday, 9:00am–5:30pm 🔄 Working Pattern: Hybrid (50/50) 👤 Reports to: Head of Portfolio Management & Senior Portfolio Manager 🏦 Department: Specialist Mortgages 🚗 Travel: Occasional travel as required to meet business needs 🔍 About the Role We’re looking for a proactive and customer-focused Portfolio Manager to join our Specialist Mortgages team at Hampshire Trust Bank. This role offers a unique opportunity to manage and support a portfolio of customers across our Specialist Mortgages businesses. Acting as the primary point of contact for customers, brokers and internal stakeholders, you'll play a key role in delivering an exceptional servicing experience while ensuring customer requests are managed efficiently and compliantly. You'll be responsible for handling a wide variety of customer enquiries, monitoring accounts, processing facility variations and identifying potential risks within your portfolio. This is an excellent opportunity for someone with experience in property finance, bridging finance or a similar lending environment who enjoys combining customer management with credit and portfolio oversight. 💼 Key Responsibilities Portfolio & Customer Management Act as the first point of contact for customers, brokers and internal colleagues on servicing matters Manage customer requests including extensions, consent to lease requests and part releases of security Maintain ownership of enquiries from receipt through to completion Ensure customers are kept fully informed throughout the process Deliver timely responses in line with team service standards Credit & Risk Management Prepare and present credit proposals for amendments to existing facilities Monitor customer accounts and identify early warning indicators Escalate concerns and refer cases where appropriate in line with policy Work towards obtaining and maintaining a personal decision-making mandate Ensure all activity is completed in accordance with HTB policies and procedures Portfolio Oversight Manage customer accounts nearing maturity and support timely repayment of facilities Review customer exposures and ensure accounts remain within agreed tolerances Grant short-term extensions where appropriate and within policy limits Produce customer documentation including redemption statements and related correspondence Administration & Operational Excellence Maintain accurate customer records across all systems and databases Contribute to team and bank-wide projects Keep up to date with relevant policies, procedures and market developments Deliver excellent customer outcomes while maintaining strong risk controls 🤝 Who You'll Work With You'll Collaborate Closely With Head of Portfolio Management – Specialist Mortgages & Bridging Senior Portfolio Manager Managing Directors across Specialist Mortgages and Development Finance Underwriters Portfolio Managers Risk & Compliance teams Brokers Customers Conveyancing Lawyers 🎯 What We're Looking For Qualifications & Experience Experience servicing customer accounts within Specialist Mortgages or Bridging Strong understanding of credit, risk and customer account management Experience reviewing information and presenting proposals to credit teams Proven ability to manage multiple priorities and deadlines within a fast-paced environment Excellent customer service and relationship management experience Strong record of maintaining accuracy and attention to detail Skills & Attributes Strong analytical and problem-solving skills Excellent verbal and written communication skills Customer-focused approach with a commitment to delivering positive outcomes Strong organisational skills and attention to detail Ability to work collaboratively with internal and external stakeholders Ability to conduct research and stay informed on market and industry developments Ownership mindset and willingness to take responsibility for outcomes 🎁 Benefits Competitive salary Discretionary annual bonus Hybrid working (50/50) 25 days annual leave (increasing with service) + Holiday Buy Scheme Private Medical Insurance (Bupa) Mental health & wellbeing support via Bupa Pension scheme – 8% employer contribution (non-contributory) Cycle to Work & Green Car Schemes Interest-free season ticket loan Study support & professional memberships Annual volunteering day & Net Zero commitment Zurich employee benefits package If you're passionate about property finance, customer relationships and portfolio management, we'd love to hear from you.