Case Owner

Key Group; Lancashire; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Preston is seeking a Case Owner to manage the mortgage journey for customers post-offer to completion. This role involves close collaboration with solicitors and brokers, ensuring timely and accurate communication while providing exceptional customer support. The ideal candidate should possess strong telephony experience, excellent decision-making skills, and the ability to work in a fast-paced environment. Benefits include generous holidays, a pension scheme, and development opportunities.

Benefits

23 days holiday + bank holidays

Holiday purchase scheme

Development and progression opportunities

Generous pension scheme

Simply Health cover

Life Assurance

Qualifications

• Experience managing caseload from mortgage offer to completion.
• Ability to check documents and confirm completion dates accurately.
• Experience working collaboratively with various stakeholders.

Responsibilities

• Manage a full caseload ensuring service levels are met.
• Collaborate with solicitors and valuers to keep applications moving.
• Log all communication and documentation accurately.

Skills

Confident telephony experience

Target/KPI driven

Strong objection-handling skills

Excellent communication skills

Able to multi-task

Tools

CRM systems

Outlook

Word

Job description

Case Owner

Location: Onsite, Preston
Salary: 25,070
Hours: Monday-Friday

More2Life is part of Key Group and has been a pioneering force in the equity release market since launching in 2008. Operating from our Preston offices, we now help over 1,000 customers every month confidently release cash from their homes, growing year on year to become one of the largest lifetime mortgage lenders in the UK.

We have an exciting opportunity for driven, customer-focused Case Owners to join our Servicing & Completions function, ensuring our customers receive exceptional support at a crucial stage in their journey.

What is a Case Owner?

As a Case Owner, you are the key driver of the mortgage journey post-offer through to completion. You'll work closely with solicitors, valuers, brokers and internal teams to progress cases smoothly, remove delays, and ultimately ensure customers receive their funds as quickly and confidently as possible.

You'll be the voice, contact point and problem solver for every case in your pipeline - playing an essential role in helping our customers enjoy a better retirement.

Main Responsibilities

• Manage a full caseload from mortgage offer through to completion, ensuring all requests, queries and updates are handled within agreed service levels.
• With compliance and accuracy front of mind, check documents, agree timescales and confirm completion dates.
• Work collaboratively with solicitors, valuers, brokers and customers to keep applications moving.
• Act with urgency, prioritising phone calls and customer updates to achieve quicker outcomes.
• Use internal systems to log all communication and documentation accurately.
• Identify and flag any potential customer vulnerability, escalating to our Vulnerability Champion where appropriate.

What We’re Looking For

• Confident telephony experience and comfortable picking up the phone.
• Target/KPI driven with the ability to work to deadlines.
• Forward thinking, agile and solutions focused.
• Strong objection-handling skills and confident decision-making.
• Excellent communication skills, written and verbal.
• Skilled in Outlook & Word, with CRM experience preferred.
• Able to multi-task in a fast-paced environment while maintaining accuracy and attention to detail.
• Passionate about delivering an outstanding customer experience.

Our Values

We hire and develop talent who live our APSIRE values:

• Ambitious - helping our customers unlock a better retirement
• Supportive - strong relationships sit at the heart of all we do
• Personal - going above and beyond for every customer
• Integrity - honest, transparent and principled
• Responsive - delivering the right outcome, every time
• Expert - specialist in our field with a constant drive to keep learning

Benefits

• 23 days holiday + bank holidays (rising to 28 with service)
• Holiday purchase scheme
• 1 charity day and 1 wellbeing day
• Development and progression opportunities
• Generous pension scheme (8% employer, 5% employee)
• Simply Health cover
• Life Assurance

Apply today and become a key part of More2Life's continued growth.