Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years of experience in the UK mortgage market. Keystone Property Finance is looking for a highly motivated individual to join our Case Management team. This role plays a vital role in the daily operations by ensuring smooth allocations of workload, resolving issues, and providing essential assistance and support to both customers and internal teams, thereby maintaining efficiency and minimising disruptions. The ideal candidate will be proactive, and efficient, with strong interpersonal skills and a can-do attitude who is committed to meeting deadlines whilst maintaining the quality of decisions. The individual will liaise with our internal Underwriting, Finance, Risk and Compliance, as well as external parties such as Solicitors, Valuers and Mortgage Brokers to ensure that we meet all compliance standards when processing Mortgage applications. Key Responsibilities People Related Tasks Act as the first ‘port of call’ with any queries on all mortgage applications. Build and maintain effective relationships with all new and existing clients. Provide timely, accurate and appropriate responses to telephone calls/enquiries and any other correspondence. Liaise with Valuers, Mortgage Brokers and Solicitors, updating them on the progress of specific cases and seeking to resolve any queries that arise. Work with Case Managers to develop essential skills and support business objectives. Cross-train with other support specialist to ensure smooth handovers during annual leaves and peak workloads. Daily Operations Input, update, and maintain data in the system to accurately reflect the current stage of each case. Obtain updates on the mortgage applications to ensure that they are progressing smoothly from offer to completion. Dealing with phone calls both incoming and outgoing. Allocating and actioning emails that are received, in a timely manner. Chasing fees, outstanding documentation, and reports. Laise with the finance department ensuring the correct allocation of fees or resolving fee queries. Allocate cases and completion files to ensure that the pipeline is evenly distributed amongst the Case Managers. KEY SKILLS/COMPETENCIES Customer Service Go above and beyond – follow up to make sure the client’s needs have been met; show pro-activity in helping. Interpret customer requirements and produce solutions, considering business requirements. Continually look for ways to exceed customer expectations. Adaptability & Flexibility Coping with changing circumstances and acting in a manner that facilitates the change process. Redirect efforts proactively applying an understanding of the reasons to support colleagues. Recognises the need for change and makes recommendations accordingly. Co-Operation and Teamwork Participate as a team member, creating effective and professional working relationships with colleagues. Co-operate openly and honestly with colleagues and participate in team activities, sharing experiences and ideas. Assist other teams when necessary. Willingness to work towards deadlines. Knowledge of Process Full understanding of required processes and prescribed practices. Interpret procedures to ensure excellent customer service. Make suggestions for process improvements. Communication Communicating facts and concepts so they can be easily interpreted and understood by others. Balance the amount and level of information and convey key issues in the appropriate order to give an overall picture. Communicate in layman’s terms, speaking clearly and fluently and using correct grammar in all written work. Listen to instructions and relay information as directed. Planning Own Work Establish a daily course of action to accomplish day-to-day work targets. Is aware of team’s priorities, targets and objectives and plans own work accordingly. 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. Teamwork & Cooperation Value our People Continuous Improvement Positive Contribution Customer Focus 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. Benefits Industry leading AXA backed Private Health Care with no excess. Generous Pension contributions of 4%. 25 days holiday plus bank holidays. Death in service. Social events (should you wish to be sociable). Dress down Fridays once a month. Supported Training and a CPD track. Free Parking. Black Tie Christmas party and Summer Teambuilding events. Yearly salary review. Generous bonus scheme.