We have a great opportunity for a Property Case Manager to join our Retail business, managing individual Lifetime Mortgage cases in default due to non-repayment of the mortgage or property maintenance issues. This role will work with clients, their personal representatives, and legal advisors to rectify a default situation or, if not possible, to seek recovery of the mortgage debt.
This role will progress every case to secure the optimum outcome for all parties and ensure any shortfalls are minimized as cost-efficiently as possible in line with company policy and best practice.
Key Responsibilities:
1. Build a close working relationship with our Field Agents, Legal Advisors, LPA Receivers, Asset Managers, Title Insurers, and Contingency Insurers.
2. Provide guidance and oversight for the third-party administrators managing our default cases.
3. Exercise discretionary judgments in relation to post-completion and default management activity.
4. Work closely with our third-party administrators to ensure they manage default cases in line with our expectations, providing guidance, support, and oversight as required.
5. Support the revaluation exercise and subsequent resolution of any property maintenance or breach of contract issues identified, knowing when to refer for guidance.
6. Decide and execute appropriate action required as a result of customer breach of their mortgage terms and conditions, knowing when to refer for guidance.
7. Support Mortgage Underwriting on ad hoc queries as they relate to default experience.
8. Undertake any project activity related to the development of the Lifetime Mortgage procedures and policies as required.
9. Contribute towards the development of processes and share best practices within the team.
10. Maintain relationships with operational teams, mortgage underwriters, valuers, legal advisors, and asset managers to enable effective case management.
Skills and Experience:
1. Experience in a similar role, such as arrears, default, case management, or litigation in the financial services sector.
2. Excellent verbal, written communication, and interpersonal skills.
3. Knowledge of Microsoft Office, particularly Excel.
4. Able to make risk-based recommendations and decisions and coherently document these decisions.
5. Skill to manage complex emotive cases with empathy and firmness, focusing on good customer service delivery.
6. Good organization and planning skills.
7. High attention to detail and accuracy.
8. Strong team player with the ability to work independently.
9. Able to mentor, train, and coach others in technical areas.
Company Benefits:
1. A Competitive Salary, Pension Scheme, and Life Assurance.
2. 25 Days Annual Leave plus an Additional Day for your Birthday.
3. Private Medical Cover and Income Protection.
4. A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets.
5. Opportunity to progress within your career both in-role and within the company.
6. FREE access to the Headspace App, a 24/7 Employee Assistance Helpline, and Trained Physical & Mental Health First Aiders (On-Site).
7. A variety of Employee Funded Benefits available via our Online Benefits Portal.
8. Several additional purchase options available for you and your loved ones.
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