Pre-Offer Case Manager

Keystone Property Finance Limited; West Malling; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent financial services company in the United Kingdom is seeking a motivated individual for the role of pre-offer Case Manager. The ideal candidate will excel in customer service and possess strong communication skills, processing mortgage applications collaboratively with various departments. This role requires adaptability and teamwork to ensure applications are handled efficiently, offering an opportunity to thrive in a dynamic environment.

Qualifications

• Experience in telephone communication and customer service.
• Strong interpersonal skills and ability to work both independently and as part of a team.
• Ability to adapt to fast-paced environments and changing priorities.

Responsibilities

• Build and maintain relationships with clients.
• Process a pipeline of mortgage applications until the point of offer.
• Liaise with Mortgage Brokers and external valuer firms.

Skills

Exceptional customer service skills

Strong stakeholder management skills

Telephone communication skills

Ability to work under pressure

Team player

Job description

PURPOSE

Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years’ experience in the UK mortgage market.

Keystone Property Finance are looking for highly motivated individuals with exceptional customer service skills to join our pre offer Case Management team.

The pre-offer case manager plays a pivotal role at account managing by processing a pipeline of mortgage applications until the point of offer. They will work closely with shouldering departments, such as sales, risk and underwriting to ensure applications are processed as quickly and effectively as possible.

The ideal candidate will have experience in telephone communication, strong stakeholder management skills, excellent communicator and a team player. We are seeking an individual that has a natural curiosity, with the ability to work on your own initiative, ambitious for personal development, proactive and efficient, with strong inter-personal skills. They should be able to work in a fast-paced environment and adapt their priorities, working as part of a team and on their own to achieve great results.

Key Responsibilities

People Related Tasks

• Build and maintain effective relationships with all new and existing clients.
• Act as the first ‘port of call’ with any queries on all mortgage applications from pre offer stage to offer.
• Ensure we are giving timely, accurate and appropriate responses to telephone calls/enquiries and any other correspondence from Mortgage brokers.
• Liaise with Mortgage Brokers, appraising them of the progress of specific mortgage cases and seeking to resolve any queries that arise.
• Liaise with the Line Manager, escalating any specific problems for discussion and resolution.
• Liaise with the underwriting team, ensuring that application requirements and conditions are complied with and updated.
• Liaise with external valuer firms to ensure valuation reports are being conducted in line with business requirements.

Daily Operations

• Works within prescribed procedures, practices and agreed SLAs.
• Inputs, updates and maintains data onto the system accurately reflecting the current stage of each case.
• Dealing with processing queries relating to each application.
• Manage the dashboard to monitor applications and deal with any relevant tasks.
• Obtain and provide updates on mortgage applications to ensure that they are progressing smoothly from application to offer.
• Review and pre-approve valuation reports in readiness for underwriter’s review.
• Review and pre-approve supplementary documents required on each application.
• Dealing with phone calls both incoming and outgoing, discussing application progress and requesting outstanding items
• Actioning emails that are received from 3rd parties such as Valuers, Solicitors and Brokers

KEY SKILLS/COMPETENCIES

Customer Service

• Goes above and beyond – follows up to make sure the client’s needs have been met; shows pro-activity in offering assistance.
• Interprets customer requirements and produces solutions considering business requirements.
• Continually looks for ways to exceed customer expectations.

Adaptability & Flexibility

• Coping with changing circumstances and acting in a manner that facilitates the change process.
• Redirects efforts proactively applying an understanding of the reasons to support colleagues.
• Recognises the need for change and makes recommendations accordingly.

Co-Operation and Teamwork

• Participates as a team member, creating effective and professional working relationships with colleagues.
• Co-operates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas.
• Assists other team members when necessary.

Monitoring and Controlling Progress

• Actively monitors progress of day-to-day work and acts to achieve targets.
• Provides feedback to Senior Manager of any potential problems.

Knowledge of Process

• Full understanding of required processes and prescribed practices.
• Interprets procedures to ensure excellent customer service.
• Makes suggestions for process improvements.

Communication

• Communicating facts and concepts so they can be easily interpreted and understood by others.
• Balances amount and level of information, conveys key issues in appropriate order to give an overall picture.
• Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work.
• Listens to instructions and passes on information as directed.

Planning Own Work

• Complete work in order of Daily plan that is issued and notify line manager if there are any issues.
• Is aware of team’s priorities, targets and objectives and plans own work accordingly.

What we value in our staff members

• Teamwork & Cooperation.
• Value our People.
• Continuous Improvement.
• Positive Contribution.
• Customer Focus.

Keystone's Values

Our Values help define who we are as Keystone Property Finance. They come from the beliefs we hold, the way we behave and how we want to work together for our customers.

• Resilience
• Adaptability
• Integrity
• Exellence

Our Values are unique to our brand, they give us purpose and focus. They are vital in helping us all ‘do the right thing’. If we are confident that we are true to our values, then we can be sure that we are doing the best for our customers.