Job Description

The role of an

Approval Case Manager

is to manage customers who have completed the advice process and are ready to progress to approval. Acting as the primary point of contact, you will guide clients through each stage of the proposal and approval journey, ensuring a professional, supportive, and compliant experience.

You will be responsible for preparing all necessary documentation, liaising with creditors, and ensuring each case is accurately maintained from commitment through to approval. This role plays a vital part in delivering exceptional customer outcomes and supporting the company's commitment to high standards of service and integrity.

Key Responsibilities

Manage a portfolio of clients from commitment through to approval, ensuring all cases are handled efficiently and accurately. Review client documentation to ensure all required evidence and supporting information is complete. Prepare, issue, and track IVA proposal documents, ensuring data integrity throughout the process. Conduct thorough assessments of client circumstances, including financial position, affordability, and any potential vulnerabilities. Liaise with clients to obtain outstanding documentation and resolve any post-commitment objections. Set up payment schedules, collect initial payments, and confirm first payment dates. Communicate key milestones, including proposal issuance, Meeting of Creditors, and outcome notifications. Liaise with creditors to resolve any rejections or requested modifications, ensuring the best possible outcome for the client. Conduct Outcome Calls to confirm approval or rejection of IVAs, clearly explaining next steps. Promote the use of the Client App to enhance client engagement and transparency. Maintain accurate and up-to-date records within the internal system (Camino) at all times. Contribute to team targets and individual KPIs while maintaining a high level of customer satisfaction.

Required Skills and Experience

Essential:

Excellent verbal and written communication skills, with the ability to explain complex information clearly. Strong organisational and time-management skills, with high attention to detail. Experience managing a customer portfolio or caseload in a fast-paced environment. Empathetic, patient, and professional, with strong problem-solving and negotiation skills. Ability to work independently and collaboratively as part of a team. IT proficient (Microsoft Word, Excel, and CRM systems). Target-driven with a positive, proactive approach.

Desirable:

Experience within the financial services or debt management sector. Familiarity with IVA processes or similar regulatory environments. Experience working in a client-facing or case management role.
Job Types: Full-time, Permanent

Pay: 28,392.00 per year

Benefits:

Company pension Cycle to work scheme Employee discount Enhanced paternity leave Health & wellbeing programme Life insurance Private medical insurance Sick pay
Work Location: In person