Case Manager
To provide excellence in customer service, contributing to the delivery of the Company's lending objectives by managing applications through the mortgage process
Key responsibilities
- To administer the processing of mortgage applications from receipt through to offer stage in accordance with the Company's policies.
- Observe regulatory and ethical standards.
- Demonstrate adherence to policies and procedures.
- Handling Inbound telephony queries and making meaningful Outbound calls to broker clients through proactive, confident communication.
- Deliver excellent customer service through attention to detail, problem solving and communication.
- Provide timely and accurate responses to telephone calls, emails and other communications for all mortgage applications.
- The preparation of fully packaged applications to be passed to underwriters.
- Liaising with brokers and other third parties to obtain outstanding documentation and information.
- Making initial lending decisions, working with underwriters to identify suitable applications that can proceed.
- Chasing brokers, customers, surveyors and solicitors to ensure the smooth progress of applications through the mortgage journey
- Communicating decisions to brokers
- Issuing mortgage paperwork to brokers, customers and solicitors.
- Inputting and updating of account and customer records.
- Demonstrate compliance with the Company's policy and procedures.
- Operate in accordance with the regulatory requirements as applied by the Company's responsible lending and underwriting policies.
- Comply with the provisions of the Money Laundering Regulations 2007 (and any successors thereafter) and the Company's Financial Crime policies and procedures.
- Maintain adequate records in accordance with regulatory requirements for such matters as affordability calculations, KFis, underwriting records, questionnaires etc.
- Maintain current knowledge of all aspects of applicable regulations.
- Participate in training and continuing professional development (CPD).
Qualifications
Skills & Requirements
- Strong Team player
- Good attention to detail
- Adaptability
- Good Clear Communication
- Ability to work under pressure and to strict timescales
- Mortgage administration experience
Additional Information
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done