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- Tasks: Manage mortgage applications from offer to completion, ensuring smooth communication and resolution of issues.
- Company: Join More2Life, a leading equity release provider helping thousands achieve better retirements since 2008.
- Benefits: Enjoy 23 days holiday, a charity day, pension scheme, and health benefits.
- Why this job: Be part of a supportive team making a real difference in customers' lives while developing your skills.
- Qualifications: Strong communication skills, telephony experience, and a passion for customer service are essential.
- Other info: Work in a fast-paced environment with opportunities for personal growth and career advancement.
The predicted salary is between 28800 - 43200 £ per year.
More2Life is part of the Key Group of companies and has been a pioneering force in the Equity Release market since its launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.
Our Case Owners look after all mortgage applications from offer to completion, in line with agreed service levels, policies and criteria. Working together with internal teams and external partners, they are responsible for chasing documents from customers, decisions from solicitors, information from surveyors and much more. In short, they are pivotal in giving our customers a better retirement.
We are looking for positive, driven and persistent professionals to join our Case Owners team, to help push cases through to completion. You will be using all forms of communication, including inbound and outbound calling, to resolve issues as quickly as possible to enable cases to move through the system, and for our customers to receive their funds.
Main Role & Responsibilities:- Acting as a customer ambassador, manage your own caseload effectively, to ensure customer queries, issues and administrative requests are dealt with efficiently and within agreed service levels.
- With quality and compliance at the forefront of your mind, manage the completion of all mortgage files, agreeing timeframes, checking documentation and setting completion dates.
- Working collaboratively with solicitors, valuers, brokers and customers to ensure the application progresses smoothly.
- To act with urgency in all cases, prioritising phone calls for a faster outcome.
- Using our internal system to log all documentation and communications.
- Always considering the vulnerability of our customers, and raising any concerns to the Vulnerability Champion.
- Strong telephony experience and eager to pick up the phone.
- Target driven, and experienced and familiar with KPIs.
- Innovative and a forward thinker.
- Agile.
- Strong objection handling skills.
- Excellent software skills, particularly Outlook & Word.
- Experience using a Customer management system (i.e. CRM) to lodge communications and documents accurately.
- Ability to work under pressure and to deadlines.
- Ability to multi-task and manage own workload in a fast-paced environment.
- First class communication skills, both written and verbal.
- Motivated in problem solving for effective results.
- Highly motivated, with a passion for the customers' experience and outcome.
- Commitment to maintain accuracy and attention to detail, ensuring work is of the highest quality.
Most of all we look for people who display and work around the core values of our business:
- Ambitious - to break ground to help our customers enjoy a better retirement.
- Supportive - relationships are key to everything we do.
- Personal - going above and beyond to offer exceptional service.
- Integrity - honest, true and transparent in all of our relationships.
- Responsive - whatever the challenge we’ll deliver the right result.
- Expert - experts in our field, our thirst for knowledge never stops.
- 23 days holiday, plus bank holidays. Rising to 28 days based on length of service.
- Additional holiday purchase scheme.
- 1 charity day.
- Tier 1 pension.
- Simply Health.
- Life Assurance.
Case Owner in Preston, Lancashire employer: Key Group
Contact Detail:
Key Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Case Owner in Preston, Lancashire
✨Tip Number 1
Familiarise yourself with the Equity Release market and More2Life's specific offerings. Understanding their products will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your telephony skills by engaging in mock calls with friends or family. Since strong telephony experience is crucial for this role, being comfortable on the phone will give you an edge during the selection process.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled challenging situations in previous roles. This will highlight your capability to manage customer queries effectively, which is key for a Case Owner.
✨Tip Number 4
Network with current or former employees of More2Life on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, helping you tailor your approach.
We think you need these skills to ace Case Owner in Preston, Lancashire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in telephony and customer management. Emphasise any previous roles where you managed caseloads or worked under pressure, as these are key aspects of the Case Owner position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and your understanding of the equity release market. Mention specific examples of how you've successfully handled customer queries or resolved issues in past roles.
Showcase Your Skills: Highlight your strong communication skills and ability to work collaboratively with various stakeholders. Provide examples of how you've used CRM systems effectively to manage documentation and communications.
Demonstrate Your Values: Align your application with the core values of More2Life. Use your cover letter to illustrate how you embody qualities like ambition, supportiveness, and integrity in your professional life.
How to prepare for a job interview at Key Group
✨Showcase Your Communication Skills
As a Case Owner, strong communication is key. Be prepared to demonstrate your telephony experience and how you handle customer queries effectively. Use examples from your past roles to illustrate your ability to communicate clearly and persuasively.
✨Highlight Your Problem-Solving Abilities
The role requires quick thinking and effective problem-solving. Think of specific instances where you've successfully resolved issues under pressure. This will show your potential employer that you can handle the fast-paced environment they operate in.
✨Demonstrate Your Attention to Detail
Accuracy is crucial in managing mortgage files. During the interview, mention your methods for ensuring quality and compliance in your work. Discuss any tools or systems you’ve used to maintain high standards in documentation and communication.
✨Emphasise Your Customer-Centric Approach
More2Life values a personal touch in their service. Be ready to discuss how you prioritise customer experience and satisfaction. Share examples of how you've gone above and beyond to support customers in previous roles.
