Case Manager

To provide excellence in customer service, contributing to the delivery of the Company's lending objectives by managing applications through the mortgage process

Key responsibilities

• To administer the processing of mortgage applications from receipt through to offer stage in accordance with the Company's policies.
• Observe regulatory and ethical standards.
• Demonstrate adherence to policies and procedures.
• Handling Inbound telephony queries and making meaningful Outbound calls to broker clients through proactive, confident communication.
• Deliver excellent customer service through attention to detail, problem solving and communication.
• Provide timely and accurate responses to telephone calls, emails and other communications for all mortgage applications.
• The preparation of fully packaged applications to be passed to underwriters.
• Liaising with brokers and other third parties to obtain outstanding documentation and information.
• Making initial lending decisions, working with underwriters to identify suitable applications that can proceed.
• Chasing brokers, customers, surveyors and solicitors to ensure the smooth progress of applications through the mortgage journey
• Communicating decisions to brokers
• Issuing mortgage paperwork to brokers, customers and solicitors.
• Inputting and updating of account and customer records.
• Demonstrate compliance with the Company's policy and procedures.
• Operate in accordance with the regulatory requirements as applied by the Company's responsible lending and underwriting policies.
• Comply with the provisions of the Money Laundering Regulations 2007 (and any successors thereafter) and the Company's Financial Crime policies and procedures.
• Maintain adequate records in accordance with regulatory requirements for such matters as affordability calculations, KFis, underwriting records, questionnaires etc.
• Maintain current knowledge of all aspects of applicable regulations.
• Participate in training and continuing professional development (CPD).

Skills & Requirements

• Strong Team player
• Good attention to detail
• Adaptability
• Good Clear Communication
• Ability to work under pressure and to strict timescales
• Mortgage administration experience

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done