Job Description

Job Title

Second Charge Case Manager

Department

Believe Loans

Working Hours

Monday to Thursday 9am-5.30pm

Friday 9am-3pm (40 hours)

Responsible To

Operations Manager

Primary Role

Liaise with lenders, solicitors, clients, and second charge mortgage advisors providing the best possible service to Believe customers and business partners.

General Responsibilities

Filing, scanning, photocopying of all relevant documents which are needed for a second charge mortgage application.

Maintaining business logs using internal CRM system.

Deliver excellent customer service to Believe Clients.

Ensure all clients are happy throughout the whole application process from documents received right through to completion with the lender.

Work with the second charge mortgage advisors to ensure deals are underwritten correctly and are packaged to high quality standards before being submitted down to lenders.

Work within a team to ensure all clients are being serviced as well as personal clients.

Communicate with management producing reports on personal case loads which can be used for completion predictions.

Manage a pipeline in a fast-paced mortgage environment, from submission to completion.

Dealing with any incoming general enquiries.

Ensuring acceptance of terms, Loan offers are received promptly and checking against application data and/or KFI.

Proactively keep up to date with product criteria for all lenders which the business has on panel.

Reviewing, updating, tracking and monitoring of cases.

Keeping customers up to date on their case and push for feedback on all completed cases.

Talk all clients through the Trustpilot process and how important their feedback is to improve our service.

Ensure Clients have discussed Protection with our in-house team before their application completes.

Work with our compliance team and mortgage network to ensure all regulatory requirements have been completed on all personal cases.

Meet all departmental SLAs and targets.

Understand what Treating Customers Fairly (TCF) means and embed this fully within your work.

Attend internal or external meetings as required.

Salary Expectation

38,000.00 OTE

Benefits

Cash Plan with Westfield Health

Access to Free Therapy sessions

Free Tea/Coffee facilities

Fresh fruit delivered weekly

Free Parking

End of Quarter Events and incentives

Progression opportunities

Job Types: Full-time, Permanent

Pay: From 24,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company events Free parking Gym membership Health & wellbeing programme
Schedule:

Monday to Friday
Education:

GCSE or equivalent (preferred)
Experience:

Customer service: 1 year (preferred) Administrative: 1 year (preferred)
Language:

English (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Application deadline: 14/05/2025
Reference ID: Second Charge Case Manager