Second Charge Case Manager

Case Management and Administration

• Manage a pipeline of second charge mortgage cases in a fast-paced environment, from submission through to completion.
• File, scan and photocopy all relevant documents required for each application.
• Maintain accurate business logs and case records using the internal CRM system.
• Review, update, track and monitor cases to ensure they progress efficiently.
• Ensure acceptances of terms and loan offers are received promptly and checked against the application data and/or KFI.
• Provide management with caseload reports to support completion forecasting.

Customer and Stakeholder Service

• Deliver excellent customer service to Believe clients throughout the application process, from receipt of documents through to completion with the lender.
• Keep customers informed about the progress of their case and seek feedback once the case is completed.
• Respond promptly and professionally to incoming general enquiries.
• Explain the Trustpilot process to clients and the importance of their feedback in helping us improve our service.
• Ensure clients have discussed protection with the in-house team before their application completes.

Collaboration, Quality and Compliance

• Work with second charge mortgage advisers to ensure cases are underwritten correctly and packaged to a high standard before submission to lenders.
• Work collaboratively within the team to ensure every client, including those personally managed, receives a consistently high standard of service.
• Maintain up-to-date knowledge of the product criteria for all lenders on the business panel.
• Work with the Compliance team and mortgage network to ensure all regulatory requirements are completed for personally managed cases.
• Meet all departmental service-level agreements and targets.
• Understand Treating Customers Fairly (TCF) and embed its principles fully in day-to-day work.
• Attend internal and external meetings as required.

• Customer-focused, with a friendly and professional approach.
• A clear and confident communicator, both verbally and in writing, with a professional telephone manner and the confidence to handle customer calls in a telephony-based environment.
• Organised, accurate and able to manage tasks effectively.
• Comfortable working in a fast-paced, team-focused environment.
• Proactive, willing to learn and open to feedback.
• Confident using IT systems, with the ability to learn new processes.
• Committed to delivering a high standard of service and treating customers fairly.

• Westfield Health cash plan
• Gym membership
• Cycle to Work scheme
• Access to free therapy sessions
• Workplace pension
• Weekly fresh fruit
• On-site parking
• End-of-quarter events and incentives
• Career progression opportunities