- Location
- HZL (Hazel Leeuwarden), Netherlands
- Type
- Full-time
- Seniority
- Senior
- Source
- Workday
Description
As a Senior Mortgage Underwriter at ING Hypotheken, you are responsible for the entire customer journey within the mortgage application process. You guide the process of completing the customer file, think along with complex customer cases, analyze the creditworthiness of the application, and handle the processing of final documents. Customer files may range from first-time buyers, movers, refinancing clients, to those increasing their mortgage, converting terms, or requesting release from joint liability. You do this for both private individuals and self-employed clients. You make decisions based on your own observations and judgment, in accordance with our policy framework. Throughout the day, your work alternates between customer contact, maintaining communication with intermediaries/ING advisors, and administrative tasks.
Key Responsibilities:
- End-to-End Mortgage Processing: Oversee and manage the entire mortgage application journey from start to finish, ensuring each customer’s file is complete and all requirements are met.
- Credit Analysis and Underwriting Decisions: Analyze the creditworthiness of mortgage applications and make sound underwriting decisions in line with ING’s policies and risk frameworks.
- Diverse Case Management: Handle a wide range of mortgage cases including first-time homebuyers, movers, refinancing clients, customers increasing their mortgages, term conversions, and requests for release from joint liability. Adapt your approach to each scenario to meet customer needs.
- Documentation and Closing: Guide customers through the completion of all necessary documentation and oversee the processing of final closing documents (passeerstukken), ensuring accuracy and compliance with regulatory standards.
- Client & Partner Interaction: Maintain frequent and professional contact with customers throughout the process. Liaise with intermediaries and ING advisors to facilitate smooth communication and resolve any issues, providing outstanding service at every touchpoint.
- Administrative Excellence: Balance customer interaction with timely administrative tasks. Update records, document decisions, and ensure that all information is accurately logged and available for review.
- Team Leadership & Improvement: Take an active leading role within the team, sharing your expertise and guiding junior underwriters. Proactively identify opportunities to improve processes or policies and translate these insights into concrete actions. Strive continuously for optimal service delivery and efficiency improvements that benefit both customers and the team.
- Agile Collaboration: Work within an Agile team environment, contributing to daily stand-ups, sprint planning, and reviews. Help motivate and elevate the team with your knowledge, experience, and positive approach to problem-solving.
Your Profile:
- Leadership & Initiative: You are a proactive leader who naturally takes a front-runner role in a team setting. You’re decisive and not afraid to take ownership, guiding colleagues and projects toward successful outcomes.
- Solution-Oriented Mindset: You continuously contribute ideas and think in solutions rather than problems. Your decisiveness and solution-focused approach enable you to navigate complex customer cases effectively.
- Innovative & Proactive: You easily recognize opportunities for improvement in processes or customer service. You are proactive in proposing innovative improvements and can translate these ideas into concrete actions that drive better results.
- Customer-Centric: You strive for the highest level of service for our customers. You see every interaction as an opportunity to provide a great experience, and you go the extra mile to exceed customer expectations.
- Agile Team Player: You thrive in an Agile work environment. With your knowledge and expertise, you help lift the team to a higher level. You enjoy collaborating, adapt to new roles as needed, and remain enthusiastic in the face of frequent organizational changes.
- Adaptable & Flexible: Change doesn’t unsettle you. You have a flexible mindset and can switch gears quickly when priorities shift or challenges arise, maintaining effectiveness and composure.
- Feedback-Driven: You contribute to a positive team culture by giving constructive feedback and regularly acknowledging colleagues’ good work. Likewise, you are open to receiving feedback and actively use it for your own professional development.
- Qualifications & Experience: (Examples – adjust as needed) You have a relevant educational background (e.g., Bachelor’s/HBO level) and several years of experience in mortgage underwriting or credit risk analysis. You hold necessary certifications (such as Wft-Basis and Wft Hypothecair Krediet in the Netherlands) and are fluent in Dutch and English, both written and spoken. You are available 36-40 hours per week and committed to upholding ING’s values and the Bankers’ Oath.
Skills
AgileUnderwritingComplianceCustomer Service
