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For Companies At a Glance
- Tasks: Manage mortgage cases, provide customer support, and ensure compliance with regulations.
- Company: Join a respected building society with over 100 years of experience in financial services.
- Benefits: Enjoy a competitive salary, pension contributions, bonuses, and generous holiday allowance.
- Why this job: Be part of a growing team focused on exceptional customer service and career progression.
- Qualifications: Experience in financial services and strong communication skills are essential.
- Other info: Work in a dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 21500 - 25500 £ per year.
Location: Abergavenny
Salary: £25,000 to £30,000
Hours: Monday to Friday 9 am to 5:30 pm
Benefits:
- Pension 10% employer contribution with 5% employee contribution
- Group Annual Bonus of up to 10% (subject to group/individual performance)
- 25 days holiday plus bank and public holidays
- X4 death in service
- Staff Mortgage Scheme
- Uniform
About the Mortgage Case Manager:
Are you an experienced mortgage professional looking for real progression and a long-term career in financial services? We are proud to be partnering with one of Wales's most respected building societies to recruit a Mortgage Case Manager for their new flagship branch in Abergavenny - the regional hub for expansion into Monmouthshire, South East Wales and the Welsh Borders. This is a high-visibility, front-line role with a clear route to progression. You will be joining a successful and growing mutual that has been trading for over 100 years, now expanding further across Wales and into England. With over £200 million in assets and a strategy focused on specialist lending, the Society offers a dynamic and rewarding work environment.
Responsibilities of Mortgage Case Manager:
- Deliver exceptional customer service through clear, effective communication
- Handle and resolve customer enquiries, complaints, and concerns professionally
- Service and administer lending accounts, including updating customer records and producing statements
- Provide timely and accurate redemption figures
- Reconcile payments received on customer accounts with accuracy
- Support the production of daily to quarterly regulatory and internal reports
- Maintain accurate customer data across relevant systems
- Identify and support vulnerable customers with empathy and in line with process
- Ensure GDPR compliance through thorough identity verification
- Log all actions and decisions accurately and in a timely manner
- Coordinate effectively with internal teams, ensuring smooth handoffs and clear instructions
- Uphold the Bank's core values: Integrity, Certainty, Tirelessness, and Simplicity
- Contribute to a "Best in Class" customer experience while minimising dissatisfaction
- Carry out ad hoc tasks as needed to support the wider team and business goals
Experience required for Mortgage Case Manager:
- Proven experience in Financial Services, particularly within customer servicing or operations is preferred
- Strong knowledge of Treating Customers Fairly (TCF) principles
- Excellent verbal and written communication skills
- Strong interpersonal skills and a collaborative, team-first mindset
- Ability to prioritise workload, multi-task, and work independently under pressure
- Highly organised and detail-oriented with the ability to meet tight deadlines
Mortgage Case Manager employer: Stellar Select
Contact Detail:
Stellar Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Case Manager
✨Tip Number 1
Familiarise yourself with the core values of the building society, such as Integrity and Simplicity. During your interactions, whether in networking or interviews, demonstrate how your personal values align with theirs to show you're a great cultural fit.
✨Tip Number 2
Brush up on your knowledge of Treating Customers Fairly (TCF) principles. Being able to discuss these principles confidently will not only showcase your expertise but also highlight your commitment to exceptional customer service.
✨Tip Number 3
Network with current employees or professionals in the financial services sector. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 4
Prepare for potential interview questions by practising scenarios related to customer service challenges. Think of examples from your past experience where you successfully resolved issues, as this will demonstrate your problem-solving skills and ability to handle pressure.
We think you need these skills to ace Mortgage Case Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in financial services, particularly in customer servicing or operations. Emphasise your knowledge of Treating Customers Fairly (TCF) principles and any specific achievements that demonstrate your skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role of Mortgage Case Manager. Mention your strong communication skills and how you can contribute to delivering exceptional customer service, aligning with the company's core values.
Highlight Relevant Experience: In your application, clearly outline your previous roles and responsibilities that relate to the job description. Use specific examples to illustrate your ability to handle customer enquiries and resolve complaints effectively.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Mortgage Case Manager role.
How to prepare for a job interview at Stellar Select
✨Know Your Stuff
Make sure you brush up on your knowledge of financial services, especially around mortgage processes and Treating Customers Fairly (TCF) principles. Being able to discuss these topics confidently will show that you're serious about the role.
✨Showcase Your Communication Skills
As a Mortgage Case Manager, effective communication is key. Prepare examples of how you've successfully handled customer enquiries or complaints in the past. This will demonstrate your ability to deliver exceptional customer service.
✨Demonstrate Empathy
The role involves supporting vulnerable customers, so be ready to discuss how you've approached similar situations before. Highlight your ability to empathise and provide solutions that align with company values.
✨Prepare for Teamwork Questions
Since collaboration is important in this role, think of instances where you've worked effectively within a team. Be prepared to share how you coordinate with others to ensure smooth operations and achieve common goals.