Case Manager

West One Loans; Watford; On-site; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Private medical healthcare

25 days annual leave

Volunteer days

Job summary

West One Loans is seeking an organised, detail-oriented team player to join our post-offer and underwriting support team in Watford. You will manage case progression, gather and verify documents, and ensure mortgage conditions are satisfied before completion.

You will work closely with underwriters, instruct solicitors, and provide regular completion forecasts while maintaining accurate information across systems. A strong admin background and Excel proficiency are required.

Qualifications

• Experience in a fast-paced, administrative role within financial services.
• Good understanding of the underwriting process is advantageous.
• Ability to manage a caseload and meet deadlines.

Responsibilities

• Engage with stakeholders to progress cases to completion.
• Monitor upcoming expiration of documents and offers.
• Update systems to maintain management information.
• Ensure mortgage conditions are satisfied prior to case completion.
• Collaborate with underwriting to manage post-offer caseload.
• Process incoming completion documentation via post or email.
• Provide completion forecasts to line manager.
• Understand underwriting process and provide cross-skill support.
• Create digital application files and collect/store documents.
• Instruct solicitors to act on behalf of West One in transactions.
• QA checks for other underwriters; trainee cases may be re-checked.
• Handle incoming calls to the team’s main number.
• Return original documents to clients.

Skills

Organisational skills

Communication skills

Attention to detail

Time management

Team player

Self-motivated

Under pressure

Education

GCSE English & Maths

Tools

MS Office

Job description

A mortgage offer is only the beginning of the journey.

We’re looking for someone who can take ownership of the next stage, keeping cases moving, supporting underwriters and helping deliver a seamless experience for our brokers and customers.

Sound like you? Join West One Loans and be part of our growth.

Key Accountabilities

• Engage with relevant stakeholders both internally and externally in order to obtain information to progress cases to completion
• Monitor and manage upcoming expiration of documents and offers
• Update all relevant systems to maintain management information
• Ensure that all mortgage conditions are satisfied prior to cases completing
• Work closely with the underwriting team to effectively manage the post offer caseload
• Process incoming completion documentation either via post, email etc
• Provide daily/weekly/monthly completion forecasts to line manager
• Gain a full understanding or the underwriting process (underwriting cross skill to provide cover when required)
• Create a digital application file and ensure all necessary documentation is collected, scanned, and stored correctly.
• Instructing Solicitors to act on behalf of West One in the transaction.
• Carrying out a QA check for other underwriters.
• As experience increases, the trainee underwriter’s cases will need to be QA checked by another member of the team.
• A point of contact for incoming calls to the team’s main group telephone number.
• Return any original documents to clients

Skills & Competencies

• Pass internal competency tests post induction
• Strong organisational skills
• Good verbal & written communication skills
• Excellent attention to detail
• Time management
• Competent user of Microsoft office software
• Positive attitude to develop and expand knowledge
• Ability to perform under pressure and meet deadlines

Knowledge & Qualifications

• Experience within the secured lending sector
• A good understanding of the underwriting process
• Previous experience of managing a caseload in a fast-paced environment
• Industry relevant qualifications are beneficial but not a requirement
• Experience within an administrative role
• GCSE English & Maths

Personal Attributes

• Excellent communication skills
• Resilient and flexible
• Team Player
• Approachable and self- motivated

Why Join Us?

At West One Loans, we’re growing fast and looking for ambitious people who want to be part of our exciting journey. We’ll give you the tools, training, and support you need to succeed, while offering clear opportunities to progress your career.

Alongside this, we offer a strong benefits package, including private medical healthcare, 25 days’ annual leave, paid volunteering days, and a host of additional benefits.

At Enra we believe that working together collaboratively is the best way to serve our customers and develop our colleagues. We are very focused on developing and maintaining our culture and remaining dedicated to the CREDIT values on which Enra was built: Customers, Results, Energy, Development, Invention and Teamwork.

We live and breathe these values every day and want to ensure they underpin our future success. So, if you want to build a career in specialist finance, with an employer focused on providing brilliant customer service, lending responsibly, and creating a great office environment to develop its people, then look no further than Enra.