Mortgage Case Manager

Central Cambridge location

Hybrid/flexible working 2 days in the office and 3 days WFH

Generous salary and benefits package

Opportunities for career development

Purpose;

To ensure the Society's mortgage applications are fully managed from submission through to completion, to meet customer needs and adherence to internal and external regulation.

Main duties;

• Case manage mortgage applications received from our Intermediary Partners and Direct Mortgage Advisers, from submission through to completion
• Act as the main point of contact to deal with queries from all stakeholders relating to your cases, verbally and in writing
• Offer exceptional customer service with a can-do approach to solving queries and case progression barriers
• Maintain accurate records of documents and case notes
• Adhere to SLA's for new applications and dealing with documents submitted and ongoing contact, in line with business requirements and highlight pressure points when necessary
• Review and confirm supporting documents in accordance with relevant internal policies and regulations
• Have a firm knowledge of the documentation requirements and escalate suspected fraudulent cases via the required internal channels
• Instruct and confirm satisfactory valuations, raising post valuation queries where required with our 3rd Party provider
• Proactively manage post-offer conditions and queries, to maintain pipeline case momentum
• Take ownership of complex case queries and make decisions in line with mandated lever of authority, escalating when necessary
• Manage pipeline case progression with a pro-active approach to anticipated completion timescales and any expected delays, managing external contact and providing regular updates when required
• Take ownership of your continuous professional development and proactively engage with relevant training, right first time and call compliance monitoring feedback
• Adequately respond to indications of customer vulnerability, in line with internal process and regulatory requirements
• Maintain relationships with external experts to support with 3rd Party services in the mortgage applications journey
• Role model behaviours and the company's values and proactively support others

Behaviours

• Lead by example, with a focus on delivering the best customer outcome
• Ability to challenge, to drive standards and efficiencies
• Engaging and approachable with the ability to support team members and customers
• Ability to communicate technical complex matters to stakeholders
• Ability to build strong working relationships
• Full adherence to Regulatory protocols and legislation
• Aligned to Society's Values

Qualifications;

* Minimum of 4 GCSE passes Grade C or above including Maths and English
* CeMap qualification or equivalent time-served knowledge of mortgages - Desirable