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For Companies At a Glance
- Tasks: Manage complex lending cases and ensure positive customer outcomes.
- Company: Join Kensington Mortgages, a supportive and inclusive workplace focused on employee growth.
- Benefits: Enjoy a flexible remote work environment with a strong emphasis on work-life balance.
- Why this job: Make a real impact by helping customers navigate complex financial situations.
- Qualifications: Experience in financial services and client-facing roles is essential; A-levels or degree preferred.
- Other info: We celebrate diversity and are committed to creating a neurodiversity-friendly workplace.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Job Title: Complex Case Manager
Location: Remote
Contract Type: Permanent
Working Pattern: Full-Time M-F- 9:00am -5:30pm
About the Role
Are you a confident and experienced professional with a deep understanding of lending and servicing processes? We're looking for a Complex Case Manager to take ownership of intricate cases, ensuring timely and appropriate action is taken to deliver the right outcomes for our customers. This is a demanding and technical role requiring broad industry knowledge, particularly in Litigation, Recoveries, and Underwriting Assessments.
You'll play a key role in presenting cases at both the Customer Referral Forum and the Late Arrears Forum, always keeping customer experience and positive outcomes at the forefront.
The role would be to investigate, review and resolve the Complex issue by reviewing original loan documents, customer requests and Solicitor Advice.
The candidate should be able to engage with the customer where appropriate to reach the best solution and present the findings at the Customer Referral Forum. The proposed solution should be bespoke and take in to consideration all aspects or the customers situation.
They should be able to liaise with our internal Legal department and challenge external solicitors costs to ensure they are fair for the customer.
They should also consider customer vulnerabilities, any detrimental factors, customer experience, media threats, MP involvement and commerciality. Within the role, the individual may be required to represent the lender at Court as a witness therefore case knowledge and mortgage servicing knowledge is essential
Key Responsibilities
- Manage complex cases across secured and unsecured lending, ensuring compliance with MCOB, Consumer Duty, and TCF principles.
- Present cases for awareness and approval at internal forums.
- Identify and implement improvements to enhance customer experience.
- Escalate risks and incidents appropriately, keeping stakeholders informed.
- Maintain pipelines and worklists within agreed SLAs.
- Support Underwriters, Team Managers, and complex areas to ensure a seamless customer journey.
- Conduct detailed customer conversations to understand financial circumstances and offer bespoke solutions.
- Uphold ethical standards and ensure compliance with GDPR and data privacy regulations.
Complex Litigation Addendum
- Investigate and resolve complex issues by reviewing loan documents, customer requests, and solicitor advice.
- Liaise with internal Legal teams and challenge external solicitor costs.
- Consider customer vulnerabilities, media threats, MP involvement, and commerciality.
- Represent the lender in court as a witness when required.
Skills & Experience
- Strong communication and stakeholder engagement skills.
- Proven ability to investigate and present case findings.
- In-depth knowledge of servicing and lending processes.
- Skilled in negotiation, analysis, and decision-making.
- Proficient in MS Office (Word, Excel, PowerPoint).
- Experience working with third parties to achieve optimal outcomes.
- Full understanding of regulatory frameworks including Consumer Duty and TCF.
Qualifications
- Experience in financial services is essential.
- CeMAP qualification (desirable) or willingness to study towards it.
- Client-facing experience is essential.
- Auditing experience preferred.
- A-level standard education; degree preferred.
Why Join Us
At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance
Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression.
We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive
Ready to make a difference?
If you're passionate about providing an exceptional service and want to join a team that values your contributions we'd love to hear from you!
Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.
Complex Case Manager employer: Kensington Mortgage Company
Contact Detail:
Kensington Mortgage Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complex Case Manager
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Complex Case Manager. Understanding the intricacies of secured and unsecured lending, as well as compliance with MCOB and Consumer Duty principles, will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the financial services sector, particularly those with experience in litigation and recoveries. Engaging with industry peers can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific cases you've managed in the past that required complex problem-solving and negotiation skills. Highlighting your ability to present findings effectively will showcase your suitability for the role.
✨Tip Number 4
Stay updated on regulatory changes and best practices within the lending industry. Being knowledgeable about current trends and challenges will not only impress interviewers but also demonstrate your commitment to professional development.
We think you need these skills to ace Complex Case Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Complex Case Manager position. Familiarise yourself with lending processes, customer experience principles, and the importance of compliance with regulations like MCOB and Consumer Duty.
Tailor Your CV: Highlight your relevant experience in financial services, particularly in complex case management, litigation, and underwriting assessments. Use specific examples to demonstrate your skills in negotiation, analysis, and stakeholder engagement.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle complex cases. Mention your understanding of customer vulnerabilities and how you can contribute to enhancing customer experience at Kensington Mortgages.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any errors or inconsistencies. A polished application reflects your attention to detail, which is crucial for the Complex Case Manager role.
How to prepare for a job interview at Kensington Mortgage Company
✨Showcase Your Industry Knowledge
Make sure to demonstrate your understanding of lending and servicing processes during the interview. Be prepared to discuss specific cases or scenarios where you successfully navigated complex issues, particularly in areas like Litigation and Underwriting Assessments.
✨Prepare for Case Presentations
Since the role involves presenting cases at forums, practice how you would articulate your findings clearly and concisely. Think about how to highlight customer experience and outcomes, as this will be crucial in your discussions.
✨Emphasise Communication Skills
Strong communication is key for a Complex Case Manager. Be ready to provide examples of how you've effectively engaged with customers and stakeholders in the past, especially in challenging situations.
✨Understand Regulatory Frameworks
Familiarise yourself with relevant regulations such as MCOB and Consumer Duty. During the interview, be prepared to discuss how you ensure compliance in your work and how it impacts customer outcomes.
