Case Manager

Key Group; Preston; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company in Preston is seeking a Case Manager to manage high-risk loans, support internal legal teams, and handle sensitive customer interactions. The ideal candidate will have exceptional communication skills and experience in a fast-paced customer service environment. This role offers 23 days of holiday, enhanced pension, and more.

Benefits

23 days holiday, plus bank holidays

Enhanced pension

Life Assurance

Simply Health

Enhanced Maternity and Paternity pay

Additional holiday purchase scheme

1 charity day

Qualifications

• Experience in the Financial Services industry is preferred but not essential.
• Experience with inbound and outbound calls.

Responsibilities

• Manage high-risk loans case management.
• Support legal teams with litigation cases.
• Process legal documentation related to customers' estates.
• Build relationships with 3rd parties.
• Handle vulnerable customers empathetically.

Skills

Excellent software skills, particularly Outlook & Word

Ability to multi-task and manage own workload

Experience in a telephone-based customer service environment

First class communication skills

Job description

Key Group is one of the most exciting, forward-thinking brands in financial services, focused on helping people unlock a better retirement since 1998. Our mission is simple: To be the UK's leading later life lending company.

More2Life is part of the Key Group of companies and has been a pioneering force in the Equity Release market since it's launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK

We are looking for experienced professionals to join us in our Case Manager department. This team is pivotal to the business, working with vulnerable customers and alongside our internal legal teams, to manage our high-risk loans. This role would suit someone with first class communication skills and exceptional attention to detail.

Main role & responsibilities:

• Case management of our high-risk loans
• Work alongside our internal legal teams & senior case managers to support with our litigation cases.
• Support and work alongside bereaved family members and Executors.
• Processing legal documentation in relation to customers estates, for example Grant of probates, POA's and court orders plus many more.
• Building and maintaining relationship with 3rd parties
• Handle vulnerable customers, whilst showing empathy and building rapport

Required skills & abilities

• Excellent software skills, particularly Outlook & Word (Excel and Adobe also preferred).
• Ability to multi-task and manage own workload in a fast paced environment.
• Experience of working within a telephone based customer service led environment with inbound and outbound calls.
• Experience of working in the Financial Services industry, and in particular the mortgage administration and processing would be preferred but is not essential.
• First class communication skills, both written and verbal.
• Handle all enquiries in a professional, positive, and prompt manner.

Most of all we look for people who display and work around the core values of our business:

Ambitious - to break ground to help our customers enjoy a better retirement.
Supportive - relationships are key to everything we do.
Personal - going above and beyond to offer exceptional service.
Integrity - honest, true and transparent in all of our relationships.
Responsive - whatever the challenge we'll deliver the right result.
Expert - experts in our field, our thirst for knowledge never stops

Benefits:

• 23 days holiday, plus bank holidays. Rising to 28 days based on length of service
• Additional holiday purchase scheme
• 1 charity day
• Enhanced pension (5% employee and 8% employer)
• Simply Health
• Life Assurance
• Enhanced Maternity and Paternity pay