Mortgage Case Manager: Client-Focused Processing in West Malling

Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years’ experience in the UK mortgage market. Keystone Property Finance are looking for an experienced Case Manager, or someone who is experienced within the financial industry, who is highly motivated individuals with exceptional customer service skills to join our Case Management team. The ideal candidate will be proactive, efficient, with strong inter-personal skills and a can-do attitude who is committed to meeting deadlines whilst maintaining quality of decisions. The individuals will liaise with our internal underwriting, finance and risk team, as well as external solicitors and Mortgage Brokers to ensure that we meet all compliance standards when processing Mortgage applications.

Key Responsibilities

• Build and maintain effective relationships with all new and existing clients.
• Act as the first ‘port of call’ with any queries on all mortgage applications from Offer stage to Completion.
• Ensure that we are giving timely, accurate and appropriate responses to telephone calls/enquiries and any other correspondence.
• Liaise with Mortgage Brokers and Solicitors, updating them of the progress of specific cases and seeking to resolve any queries that arise.
• Liaise with the Line Manager, escalating any specific problems for discussion and resolution.
• Liaise with the underwriting and risk team, ensuring that mortgage requirements and conditions are complied with and updated.
• Works within prescribed procedures, practices and agreed SLAs.
• Inputs, updates and maintains data onto the system accurately reflecting the current stage of each case.
• Dealing with legal queries and documentation relating to each application.
• Manage the diary system to monitor applications and deal with any relevant tasks.
• Obtaining updates on the mortgage applications to ensure that they are progressing smoothly from Offer to completion.
• Dealing with phone calls both incoming and outgoing.
• Actioning emails that are received.

Key Skills/Competencies

• Customer Service: Goes above and beyond – follows up to make sure the client’s needs have been met; shows pro-activity in offering assistance. Interprets customer requirements and produces solutions, considering business requirements. Continually looks for ways to exceed customer expectations.
• Adaptability & Flexibility: Coping with changing circumstances and acting in a manner that facilitates the change process. Redirects efforts proactively applying an understanding of the reasons to support colleagues. Recognises the need for change and makes recommendations accordingly.
• Co-Operation and Teamwork: Participates as a team member, creating effective and professional working relationships with colleagues. Co-operates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas. Assists other team members when necessary. Willingness to work towards deadlines.
• Monitoring and Controlling Progress: Actively monitors progress of day to day work and acts to achieve targets. Provides feedback to Senior Manager of any potential problems.
• Knowledge of Process: Full understanding of required processes and prescribed practices. Interprets procedures to ensure excellent customer service. Makes suggestions for process improvements. General Financial and/or Mortgage knowledge is desirable but not essential.
• Communication: Communicating facts and concepts so they can be easily interpreted and understood by others. Balances amount and level of information, conveys key issues in appropriate order to give an overall picture. Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work. Listens to instructions and passes on information as directed.
• Planning Own Work: Establish a daily course of action to accomplish day to day work targets. Is aware of team’s priorities, targets and objectives and plans own work accordingly.

Within our team we place great importance on the following:

• Teamwork & Cooperation
• Valuing our People
• Continuous Improvement
• Positive Contribution
• Customer Focus

Keystone’s Values

• Excellence
• Adaptability
• Integrity
• Resilience

Our Values help define who we are as Keystone Property Finance. They come from the beliefs we hold, the way we behave and how we want to work together for our customers. Our Values are unique to our brand, they give us purpose and focus. They are vital in helping us all ‘do the right thing’. If we are confident that we are true to our values, then we can be sure that we are doing the best for our customers.