Case Manager
Job Overview
As a Case Manager, you will be responsible for working closely with the advisers in the gathering of information in support of all new applications and taking frontline enquiries from customers.
Responsibilities and Duties
- Provide proactive customer service for inbound and outbound communication by telephone and email
- Interact and provide updates to customers, lenders and advisers as required
- Input and process mortgage applications and DIPs for advisers as required by the adviser.
- Ensure a high level of accuracy for data entry and ongoing record keeping
- Liaise with Lenders, 3rd parties and advisers for updates
- Relationship building with Lenders to understand timescales, processes and be able to challenge the decision if required
- Relationship building with customers
- Action any tasks set to assist with the underwriting process, chasing valuations, lenders - ensuring knowledge & understanding around checking documents
- Manage and action daily tasks and emails
- To meet KPI target levels set by the business
- Be prepared to go the extra mile
Competencies
- Good working knowledge lender panels
- Good understanding of the mortgage market and general mortgage criteria
- Competent and confident in building relationships on the telephone
- Excellent telephone manner
- Flexible approach to business needs and requirements
- Ability to use written and verbal communication appropriately
- Ability to work with minimal supervision
- Good attention to detail. Right first-time approach
- Good working technical approach on a multitude of lender systems
Regulation
- You will have a good understanding of the regulatory issues relevant to the Company's markets and have a strong knowledge of relevant Company policies, procedures and rules, adhering to these at all times