Specialist Mortgage Case Manager

Macclesfield, England, United Kingdom · Mortgage Application Team

Description

Working closely with the Processing and Underwriting manager and squad lead to ensure that customer standards are kept high within the team. Responsible for overseeing all complex mortgage applications from point of being assigned, handling areas that fall under advice.

Being available for the team to help with issues on complex cases or any issues with knowledge or process queries. Training any new starters and assisting in additional training, developing and upskilling of the team. Manage a complex case load to be able to lead by example for the rest of the team. Customers must be kept fully up to date with the progress of their application and their expectations should be managed accordingly. Ensure that customers fully understand any information provided

The goal is to provide a first rate experience, so that customers feel confident that you are managing the process and want to use the service in the future.


Key Responsibilities:

Training and mentoring new starters including action as a Buddy System, providing and developing a training plan so milestones are met for each new member. Ensuring that shadowing and guided work are introduced correctly.

Developing and coaching the team. Liaising with different departments to arrange any required training for example end to end journey.

Work with the team to ensure they understand the importance of following process, encouraging them to provide feedback on how we could work better for the benefit of the customer.

Assisting colleagues with any non-formal complaints, taking ownership where required.

Taking an active role in developing the product, making sure I am familiar with the online journey and keep up to date with any changes implemented.

Look at ways the CRM could be better utilised – work smarter not harder. Corresponding with developers to be able to put forward my own ideas and the ideas of the team.

Managing my own case load ensuring that I am leading by example and following the set processes in place.

Time Commitment:

39 hours per week,

Early and Late shifts worked Monday to Friday


Requirements

Benefits

Perks of the job

We want everyone at Mojo Mortgages to feel valued and be able to fit work around their home lives. Here are some of the benefits you’ll enjoy as part of the Mojo family:

Working hours

We work a 39-hour week and offer semi-flexible working hours, along with a variety of shifts to suit you.

Personal development

We’ve got a generous budget to spend on whatever helps you need to improve what you do. From courses to books and beyond, we care about your development and we’re ready to put our money where our mouth is.

Health and wellbeing

We offer income protection to cover your entire salary for up to 6 months if you can’t work because of injury or sickness.

Workplace pension

We're set up with The Peoples Pension to help everyone here save for their future.

Generous holiday allowance

You get 25 days’ of jollies a year, and we encourage you to take it. We’ll also throw in an early dart on your birthday.

Social

Our social committee gets us out and about every month, as well as arranging two parties a year. Day to day there’s all sorts going on - from table tennis and squash leagues to cinema trips and drinks after hours.

Food & Drink

You can help yourself to free breakfast, fruit, tea and coffee, plus beer, wine and pizza at our company huddles and whenever we pull a late one.

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