Case Owner
Monday-Friday hours
£24,000 per year salary
About us
More2Life, part of the Key Group of companies, has been a pioneering force in the Equity Release market since it's launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK
Case Owner
The role of the Case Owner is to process our Equity Release mortgage applications from receipt to completion in line with agreed service levels, policies and criteria. As a team, we work together alongside various teams and departments to help achieve business targets and deliver a quality service to more2life customers and advisers.
Role/Responsibilities
- To be responsible for the management of your caseload, covering a variety of work-types, to ensure customer queries, issues and administrative requests are dealt with efficiently and within agreed service levels. The following areas are some of those covered within this role; Mortgage offers, Post offer queries, Post application processing.
- Provide an exceptional service to our customers in all aspects of their dealings with us.
- Liaise with relevant internal and external stakeholders to maintain quality relationships.
- To ensure all tasks are completed accurately and within specific time frames, criteria and policies.
- Deal with incoming telephone calls from customers relating to their mortgage and related applications.
- To manage the completion of all mortgage files, agreeing completion dates, checking documentation and setting completion dates.
- To liaise with solicitors, valuers, brokers and customers as and when required to ensure the application progresses smoothly.
- To carry out any post completion work as required by the business.
- To keep up to date and conversant with lending criteria, products and special schemes.
- Liaising with relevant internal and external stakeholders to maintain quality relationships.
- To ensure all tasks are completed accurately and within specific time frames, criteria and policies.
- Manage broker expectations, prioritise tasks and caseload to keep in line with agreed KPI's.
Preferred Skills/Abilities
- Excellent software skills, particularly Outlook & Word
- Ability to multi-task and manage own workload in a fast paced environment.
- First class communication skills, both written and verbal.
- Be driven by customer service and going the extra mile to deliver exemplary service.
- Ability to work under pressure and to deadlines.
- Commitment to maintain accuracy and attention to detail, ensuring work is of the highest quality.
- Highly motivated with a desire to make a difference.
Personal Qualities
Most of all we look for people who display out values:
Ambitious - to break ground to help our customers enjoy a better retirement.
Supportive - relationships are key to everything we do.
Personal - going above and beyond to offer exceptional service.
Integrity - honest, true and transparent in all our relationships.
Responsive - whatever the challenge we'll deliver the right result.
Expert - experts in our field, our thirst for knowledge never stops.
Benefits
- 23 days holiday, plus bank holidays. Rising to 28 days based on length of service
- Additional holiday purchase scheme
- 1 charity day
- Tier 1 pension
- Simply Health
- Life Assurance