Case Manager in London

Location: Manchester

Hybrid: 2 days in office, 3 days WFH following a successful probation period

Salary: Basic salary up to £34k - OTE £47K

Big things are happening here. We're entering a new phase of exciting growth, and you could be a key part of it. We are seeking a talented and motivated Case Manager to join our highly skilled team. As a Case Manager, you will play a crucial role in helping our customers secure their financial needs. You will be responsible for packaging loan applications, guiding customers through the application process, and ensuring a best-in-class experience. This is a real opportunity to join a market-leading financial platform backed by ClearScore’s global success and long-term growth plans. You'll be working alongside some of the best in the industry, with access to training, support, strong partnerships with top lenders and a clear vision for the future.

What you’ll be doing:

• Review, evaluate and package secured loan applications to ensure completeness and accuracy, resulting in the pay out of a case.
• Verify customer information, including income, employment, credit history, and property details.
• Prepare and process loan documents, including loan agreements, disclosures etc.
• Conduct thorough due diligence of a customer’s application and ensure all necessary documentation is obtained.
• Communicate with lenders, and other relevant parties to resolve any discrepancies or issues that arise during the loan process.
• Liaising directly with customers by explaining and completing the application process in accordance with Aro Money’s Compliance and Training & Competence Procedures.
• Build and maintain strong relationships with customers, keeping them fully informed throughout the process.
• Meet or exceed targets and KPIs while maintaining high levels of customer satisfaction.
• Collaborate with our exceptional team of administrators and advisors to support our customers' applications.
• Keep up-to-date with industry regulations and lender criteria to provide informed guidance to customers.
• Play a key role in Aro’s continuous innovation of best-in-class customer experience by actively suggesting new ideas and processes where appropriate and be willing to put these into practice.

What we’re looking for in you:

• Knowledge of Secured Loans (desirable but not essential)
• A performance-driven mindset, taking accountability for your targets that drive the right outcomes for our customers whilst taking our business forward.
• You’ll provide a best-in-class customer experience, going over and above each time for our customers, ensuring their satisfaction and fostering long-term loyalty.
• You’ll be busy, so you’ll need to be organised, managing multiple cases in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Detail-oriented with strong analytical and problem-solving abilities.
• Flexibility and willingness to work shifts in order to meet the evolving needs of our customers.
• Ability to work independently and as part of a team.

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 24 million+ users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K. and have been a trusted tool for customers to manage their credit and make better financial decisions. Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do. Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time, so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth. If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

Benefits:

• 25 paid holidays and a “duvet day” on your birthday
• Hybrid Work Environment
• Private health and dental cover - including mental health support through Bupa
• GP office visits
• Life assurance scheme
• Up to 6% matched pension
• Regular Lunch and Learns with guest speakers
• Dog-friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras
• Free sports and social clubs
• Continued investment into learning and development
• Leadership-led training
• In-house psychotherapist
• Financial coach to help you plan and achieve your goals
• No clock-watching culture
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

Equal Opportunities

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

Our Hybrid Model

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

Minimum 2 days per week in-office. We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/mentorship opportunities.

What This Means for You:

• Flexibility to manage your work and life
• Dedicated in-office days for team building and collaborative projects
• Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule
• We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture.

Join us in shaping the future of work! Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.

Inclusion Policy

We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people.