Overview of Role To provide support to the MFB sales team, Case managing files accurately within prescribed timescales, focusing on achieving excellent customer service at all times. Ensuring that support is provided to other Client Relationship Managers in order that Company objectives can be met. Key Responsibilities · Follow the CRM Standards · Build and maintain effective relationships with all new and existing clients · Act as the first ‘port of call’ for clients, lenders and conveyancers with any queries on a particular mortgage case (at all stages of the process from successful DIP through to legal completion and beyond) · Ensure timely, accurate and appropriate responses to telephone calls/enquiries or correspondence from clients, lenders or conveyancers · Liaise with Mortgage Consultants, appraising them of the progress of specific mortgage cases and seeking to resolve any queries arising · Liaise with the Line Manager, escalating any specific problems for discussion and resolution · Embrace and positively contribute towards the firm’s Mission, Vision and Values · Works within prescribed procedures and practices · Inputs, updates and maintains data so that systems and files accurately reflect current position at all times · Produces written correspondence and documents using standard formats · Manages diary system to monitor cases and progress chase as appropriate · Follow case progress through the complete process to legal completion and beyond * Embrace and positively contribute towards the firm’s Mission, Vision and Values Qualifications and expertise · Cemap preferred. There will be a requirement to obtain CEMAP within 12-18th months of accepting the role. · At least 1 years experience in the Financial Services Industry preferably within the lending or broking sector · Coping with changing circumstances and acting in a manner that facilitates the change process · Recognises the need for change and makes recommendations accordingly · 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 · Provides feedback to Line Manager of any potential problems · Interprets procedures to ensure excellent customer service · Makes suggestions for process improvements · Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work · Does more than requested – follows up to make sure needs have been met; shows pro-activity in offering assistance without being asked. · Continually looks for ways to exceed customer standards