Mortgage Case Manager

Stellar Select; United Kingdom; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading building society is looking for a Mortgage Case Manager in Abergavenny. This role involves delivering exceptional customer service, managing customer accounts, and ensuring compliance with regulations. Ideal candidates will have a background in financial services with strong communication and organizational skills. Join a prominent financial institution that values growth and development.

Benefits

Pension 10% employer contribution with 5% employee contribution

Group Annual Bonus of up to 10%

25 days holiday plus bank and public holidays

X4 death in service

Staff Mortgage Scheme

Uniform

Qualifications

• Proven experience in Financial Services, particularly within customer servicing.
• Strong knowledge of Treating Customers Fairly (TCF) principles.
• Ability to prioritize workload and work independently under pressure.

Responsibilities

• Deliver exceptional customer service through clear communication.
• Handle and resolve customer enquiries, complaints, and concerns professionally.
• Maintain accurate customer data across relevant systems.

Skills

Customer Service

Communication

Interpersonal Skills

Organizational Skills

Attention to Detail

Job description

Job Title: Mortgage Case Manager

Location: Abergavenny

Salary: 25,000 to 30,000

Hours: Monday to Friday 9 am to 5:30 pm

Benefits:

• Pension 10% employer contribution with 5% employee contribution
• Group Annual Bonus of up to 10% (subject to group/individual performance)
• 25 days holiday plus bank and public holidays
• X4 death in service
• Staff Mortgage Scheme
• Uniform

About the Mortgage Case Manager:

Are you an experienced mortgage professional looking for real progression and a long-term career in financial services?

We're proud to be partnering with one of Wales's most respected building societies to recruit a Mortgage Case Manager for their new flagship branch in Abergavenny - the regional hub for expansion into Monmouthshire, South East Wales and the Welsh Borders.

This is a high-visibility, front-line role with a clear route to progression. You'll be joining a successful and growing mutual that has been trading for over 100 years, now expanding further across Wales and into England. With over 200 million in assets and a strategy focused on specialist lending, the Society offers a dynamic and rewarding work environment.

Responsibilities of Mortgage Case Manager:

• Deliver exceptional customer service through clear, effective communication
• Handle and resolve customer enquiries, complaints, and concerns professionally
• Service and administer lending accounts, including updating customer records and producing statements
• Provide timely and accurate redemption figures
• Reconcile payments received on customer accounts with accuracy
• Support the production of daily to quarterly regulatory and internal reports
• Maintain accurate customer data across relevant systems
• Identify and support vulnerable customers with empathy and in line with process
• Ensure GDPR compliance through thorough identity verification
• Log all actions and decisions accurately and in a timely manner
• Coordinate effectively with internal teams, ensuring smooth handoffs and clear instructions
• Uphold the Bank's core values: Integrity, Certainty, Tirelessness, and Simplicity
• Contribute to a "Best in Class" customer experience while minimising dissatisfaction
• Carry out ad hoc tasks as needed to support the wider team and business goals

Experience required for Mortgage Case Manager:

• Proven experience in Financial Services, particularly within customer servicing or operations is preferred
• Strong knowledge of Treating Customers Fairly (TCF) principles
• Excellent verbal and written communication skills
• Strong interpersonal skills and a collaborative, team-first mindset
• Ability to prioritise workload, multi-task, and work independently under pressure
• Highly organised and detail-oriented with the ability to meet tight deadlines

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it's about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here's what our complimentary service includes:

• Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success.

• Industry Expertise: Benefit from our in-depth knowledge of the industry, providing you with insights that set you apart in your career.

• 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.

• Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.

• Negotiation of Job Offers: We'll manage the negotiations on your behalf, aiming for offers that align with your expectations.

• Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions.

• Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process.

• Matching to Other Roles: Your journey doesn't end with one opportunity. We explore matches to other roles based on your experience and interests.

• Referral Programs: Spread the word and be rewarded.

For more information regarding the role of Mortgage Case Manager please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC