Pre-Offer Support Specialist in West Malling

Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years of experience in the UK mortgage market. Keystone Property Finance is looking for a highly motivated individual to join our Case Management team. This role plays a vital role in the daily operations by ensuring smooth allocations of workload, resolving issues, and providing essential assistance and support to both customers and internal teams, thereby maintaining efficiency and minimising disruptions.

The ideal candidate will be proactive, efficient, with strong interpersonal skills and a can-do attitude who is committed to meeting deadlines whilst maintaining the quality of decisions. The individual will liaise with our internal Underwriting, Finance, Risk and Compliance, as well as external parties such as Solicitors, Valuers and Mortgage Brokers to ensure that we meet all compliance standards when processing Mortgage applications.

• Act as the first "port of call" with any queries on all mortgage applications.
• Build and maintain effective relationships with all new and existing clients.
• Provide timely, accurate and appropriate responses to telephone calls/enquiries and any other correspondence.
• Liaise with Valuers, Mortgage Brokers and Solicitors, updating them on the progress of specific cases and seeking to resolve any queries that arise.
• Work with Case Managers to develop essential skills and support business objectives.
• Cross-train with other support specialists to ensure smooth handovers during annual leaves and peak workloads.
• Input, update, and maintain data in the system to accurately reflect the current stage of each case.
• Obtain updates on the mortgage applications to ensure that they are progressing smoothly from offer to completion.
• Dealing with phone calls both incoming and outgoing.
• Allocating and actioning emails that are received, in a timely manner.
• Chasing fees, outstanding documentation, and reports.
• Liase with the finance department ensuring the correct allocation of fees or resolving fee queries.
• Allocate cases and completion files to ensure that the pipeline is evenly distributed amongst the Case Managers.

• Customer Service: Go above and beyond – follow up to make sure the client's needs have been met; show pro-activity in helping.
• Adaptability & Flexibility: Coping with changing circumstances and acting in a manner that facilitates the change process.
• Co-operation and Teamwork: Participate as a team member, creating effective and professional working relationships with colleagues.
• Knowledge of Process: Full understanding of required processes and prescribed practices.
• Communication: Communicating facts and concepts so they can be easily interpreted and understood by others.
• Planning Own Work: Establish a daily course of action to accomplish day-to-day work targets.

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

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: Resilience, Adaptability, Integrity, Excellence. 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.