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 is 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 in account management by processing a pipeline of mortgage applications until the point of offer. They will work closely with 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, be an excellent communicator, and a team player. We are seeking an individual with a natural curiosity, the ability to work on their own initiative, ambition for personal development, proactivity, and efficiency, along with strong interpersonal skills. They should be able to work in a fast-paced environment and adapt their priorities, working as part of a team and independently to achieve great results.
Key Responsibilities
People Related Tasks
1. Build and maintain effective relationships with all new and existing clients.
2. Act as the first point of contact for any queries on all mortgage applications from pre-offer stage to offer.
3. Ensure timely, accurate, and appropriate responses to telephone calls/enquiries and any other correspondence from Mortgage brokers.
4. Liaise with Mortgage Brokers, updating them on the progress of specific mortgage cases and resolving any queries that arise.
5. Liaise with the Line Manager, escalating specific problems for discussion and resolution.
6. Liaise with the underwriting team, ensuring that application requirements and conditions are complied with and updated.
7. Liaise with external valuer firms to ensure valuation reports are conducted in line with business requirements.
Daily Operations
1. Work within prescribed procedures, practices, and agreed SLAs.
2. Input, update, and maintain data onto the system accurately reflecting the current stage of each case.
3. Handle processing queries related to each application.
4. Manage the dashboard to monitor applications and address any relevant tasks.
5. Obtain and provide updates on mortgage applications to ensure they progress smoothly from application to offer.
6. Review and pre-approve valuation reports for underwriter’s review.
7. Review and pre-approve supplementary documents required for each application.
8. Handle incoming and outgoing phone calls, discussing application progress and requesting outstanding items.
9. Action emails received from third parties such as Valuers, Solicitors, and Brokers.
Key Skills/Competencies
Customer Service
1. Goes above and beyond – follows up to ensure the client’s needs have been met; shows proactivity in offering assistance.
2. Interprets customer requirements and produces solutions considering business needs.
3. Continually seeks ways to exceed customer expectations.
Adaptability & Flexibility
1. Copes with changing circumstances and facilitates the change process.
2. Redirects efforts proactively, applying an understanding of reasons to support colleagues.
3. Recognises the need for change and makes recommendations accordingly.
Cooperation and Teamwork
1. Participates as a team member, creating effective and professional working relationships with colleagues.
2. Cooperates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas.
3. Assists other team members when necessary.
Monitoring and Controlling Progress
1. Actively monitors progress of day-to-day work and takes action to achieve targets.
2. Provides feedback to Senior Manager on any potential problems.
Knowledge of Process
1. Full understanding of required processes and prescribed practices.
2. Interprets procedures to ensure excellent customer service.
3. Suggests process improvements.
Communication
1. Communicates facts and concepts clearly for easy interpretation and understanding.
2. Balances the amount and level of information, conveying key issues in appropriate order.
3. Communicates in plain English, speaking clearly and fluently, using correct grammar in all written work.
4. Listens to instructions and passes on information as directed.
Planning Own Work
1. Completes work in order of the Daily plan issued and notifies the line manager of any issues.
2. Is aware of team priorities, targets, and objectives and plans own work accordingly.
Company Benefits
1. Industry-leading AXA-backed Private Health Care with no excess.
2. Generous Pension contributions of 4%.
3. 25 days holiday plus bank holidays.
4. Death in service insurance.
5. Social events (should you wish to be sociable).
6. Dress down Fridays once a month.
7. Supported Training and a CPD track.
8. Free Parking.
9. Black Tie Christmas party and Summer Team-building events.
10. Yearly salary review & bonus scheme.
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