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- Tasks: Manage mortgage cases, ensuring smooth progress and exceptional customer support.
- Company: Join More2Life, a leading equity release lender in the UK.
- Benefits: Enjoy 23 days holiday, development opportunities, and a generous pension scheme.
- Why this job: Make a real difference in customers' lives by helping them secure their retirement funds.
- Qualifications: Confident communicator with strong problem-solving skills and attention to detail.
- Other info: Be part of a supportive team that values ambition and integrity.
The predicted salary is between 25070 - 35098 £ per year.
Location: Onsite, Preston
Salary: £25,070
Hours: Monday-Friday
More2Life is part of Key Group and has been a pioneering force in the equity release market since launching in 2008. Operating from our Preston offices, we now help over 1,000 customers every month confidently release cash from their homes, growing year on year to become one of the largest lifetime mortgage lenders in the UK. We have an exciting opportunity for driven, customer-focused Case Owners to join our Servicing & Completions function, ensuring our customers receive exceptional support at a crucial stage in their journey.
As a Case Owner, you are the key driver of the mortgage journey post-offer through to completion. You will work closely with solicitors, valuers, brokers and internal teams to progress cases smoothly, remove delays, and ultimately ensure customers receive their funds as quickly and confidently as possible. You will be the voice, contact point and problem solver for every case in your pipeline - playing an essential role in helping our customers enjoy a better retirement.
Main Responsibilities
- Manage a full caseload from mortgage offer through to completion, ensuring all requests, queries and updates are handled within agreed service levels.
- With compliance and accuracy front of mind, check documents, agree timescales and confirm completion dates.
- Work collaboratively with solicitors, valuers, brokers and customers to keep applications moving.
- Act with urgency, prioritising phone calls and customer updates to achieve quicker outcomes.
- Use internal systems to log all communication and documentation accurately.
- Identify and flag any potential customer vulnerability, escalating to our Vulnerability Champion where appropriate.
What We're Looking For
- Confident telephony experience and comfortable picking up the phone.
- Target/KPI driven with the ability to work to deadlines.
- Forward thinking, agile and solutions focused.
- Strong objection-handling skills and confident decision-making.
- Excellent communication skills, written and verbal.
- Skilled in Outlook & Word, with CRM experience preferred.
- Able to multi-task in a fast-paced environment while maintaining accuracy and attention to detail.
- Passionate about delivering an outstanding customer experience.
Our Values
- Ambitious - helping our customers unlock a better retirement
- Supportive - strong relationships sit at the heart of all we do
- Personal - going above and beyond for every customer
- Integrity - honest, transparent and principled
- Responsive - delivering the right outcome, every time
- Expert - specialist in our field with a constant drive to keep learning
Benefits
- 23 days holiday + bank holidays (rising to 28 with service)
- Holiday purchase scheme
- 1 charity day and 1 wellbeing day
- Development and progression opportunities
- Generous pension scheme (8% employer, 5% employee)
- Simply Health cover
- Life Assurance
Apply today and become a key part of More2Life's continued growth.
Case Owner in Preston employer: Key Group
Contact Detail:
Key Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Case Owner in Preston
✨Tip Number 1
Get to know the company inside out! Research More2Life and understand their values, especially the APSIRE values. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since the role requires confident telephony experience, make sure you're comfortable picking up the phone. Role-play with a friend or family member to get used to handling objections and making quick decisions.
✨Tip Number 3
Be proactive during interviews! Prepare questions that show your eagerness to contribute to the team. Ask about how they handle customer vulnerabilities or what tools they use for case management—this shows you're already thinking like a Case Owner.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to embrace the systems we use at More2Life.
We think you need these skills to ace Case Owner in Preston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Case Owner role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers and how your skills align with our APSIRE values. Let us know why you’re the perfect fit for More2Life.
Showcase Your Communication Skills: As a Case Owner, communication is key! Make sure your application reflects your strong written skills. Keep it clear, concise, and professional – we love a well-structured application that’s easy to read.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Key Group
✨Know the Company Inside Out
Before your interview, make sure you research More2Life thoroughly. Understand their role in the equity release market and be ready to discuss how you can contribute to their mission of helping customers enjoy a better retirement.
✨Showcase Your Customer Focus
As a Case Owner, customer experience is key. Prepare examples from your past roles where you've gone above and beyond for customers. Highlight your problem-solving skills and how you’ve handled objections effectively.
✨Demonstrate Your Communication Skills
Since the role involves a lot of telephony work, practice clear and confident communication. Be ready to explain complex processes simply and show that you can handle calls with ease and professionalism.
✨Prepare for Scenario Questions
Expect questions that assess your ability to manage a caseload and work under pressure. Think of scenarios where you had to prioritise tasks or deal with difficult situations, and be prepared to discuss how you navigated those challenges.
