Mortgage Case Manager

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Mortgage Case Manager

  • Location: Cambridge
  • Salary: £25000 - £33000 per annum + plus benefits per year
  • Job Type:Permanent

Posted 5 days ago

  • Sector: Administration
  • Contact: Melanie Bell
  • Contact Email: MBell@theonegroup.co.uk
  • Start Date: ASAP
  • Expiry Date: 28 August 2025
  • Job Ref: BBBH54334_1753782492

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