Case Manager
Scope of Role:
As a Case Manager, you will play a crucial role in supporting advisers by gathering necessary information for new mortgage applications and handling frontline customer inquiries. You will ensure smooth processing of applications, maintain accurate records, and provide excellent customer service through proactive communication.
Responsibilities and Duties:
- Customer Service: Provide exceptional service through inbound and outbound communication via telephone and email, ensuring a proactive approach in addressing customer needs.
- Updates and Communication: Regularly interact with customers, lenders, and advisers to provide updates and ensure a seamless application process.
- Application Processing: Accurately input and process mortgage applications and Decisions in Principle (DIPs) as required by the adviser.
- Data Accuracy: Maintain a high level of accuracy in data entry and ongoing record-keeping to ensure compliance and efficiency.
- Liaison with Stakeholders: Build and maintain strong relationships with lenders, third parties, and advisers to expedite the mortgage process and challenge decisions when necessary.
- Task Management: Handle daily tasks, including document checking, chasing valuations, and managing emails, to support the underwriting process
Competencies:
- Industry Knowledge: Solid understanding of the mortgage market, general mortgage criteria, and good working knowledge of the lender panel.
- Relationship Building: Competent and confident in building relationships over the phone, with an excellent telephone manner.
- Flexibility: Adaptable to business needs and requirements, with the ability to work independently and with minimal supervision.
- Attention to Detail: Strong attention to detail with a right-first-time approach to tasks.
- Technical Proficiency: Good working knowledge of multiple lender systems and a strong technical approach to managing applications.
- Communication Skills: Effective use of written and verbal communication, tailored to the needs of different stakeholders.
Regulatory Compliance:
You will have a solid understanding of the regulatory issues relevant to the Company's markets and a strong knowledge of relevant Company policies, procedures, and rules. You are expected to adhere to these at all times, ensuring that all actions comply with the required standards.
This role offers a competitive salary, a supportive working environment, and the opportunity to work closely with a dedicated team. If you are organized, detail-oriented, and eager to contribute to a growing business, we encourage you to apply.
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