Trainee Case Handler

Responsibilities

• Work with team members to ensure the highest level of customer service is maintained at all times.
• Organise and prioritise individual caseloads in order to meet the firm’s and industry targets.
• Respond to client enquiries in a manner conducive to the promotion of business and personal relationships and to ensure that client expectations are met.
• Deal promptly and effectively with all correspondence relating to the matters with which you are involved.
• Co‑operate with the Team Manager and Operational Managers, carry out work as directed by them, and bring any matter requiring managerial attention to their prompt notice.
• Process all data and information in accordance with the firm’s confidentiality procedures and data protection requirements.
• Process data accurately and effectively on the case management system.
• Answer inbound phone calls promptly and update on the status of cases, proactively advising next steps and required actions to progress the case.
• Make outbound calls, liaise with lenders, mortgage brokers and other third parties where applicable.
• Ensure the online portal is kept up to date and reply to portal messages.
• Obtain official copies and documents from the Land Registry.
• Check title to confirm whether property is freehold or leasehold, including name and address match, restrictions and other non‑standard issues.
• Request and chase redemption statements from current mortgage lenders, check penalties and identify any shortfall.
• Process post on a daily basis, checking documents such as mortgage deeds, ID, insurance and questionnaires.
• Check mortgage offers for special conditions and make the appropriate enquiries, searches or referrals to the lender.
• Chase outstanding documents from borrowers and brokers by phone, portal and letter where applicable.
• Liaise with the borrower to agree a completion date prior to requesting funds from the lender, calculate the final figures in readiness for completion.
• Take shortfall payments while adhering to money‑laundering regulations and the firm’s policies.
• Submit the request for funds (COT) to the lender, ensuring compliance with the lender’s process and timeframe.
• After completion, chase discharge documents from mortgage lenders, liaise with the Land Registry and manage post‑completion procedures including requisitions and overpayment cheques.
• Serve and issue notices to management companies or landlords, and issue cheques where required.

Requirements

• Strong IT skills.
• Strong written and verbal communication skills.
• Proactive approach to work.
• Excellent attention to detail.
• Good organisational skills.
• Ability to work under pressure and meet tight deadlines.
• Work to targets.
• Up‑selling of additional products.
• Team player.
• Ability to work independently and within a team.
• Flexible and adapt well to change.

Equal Opportunity Statement

This organisation strives to operate a policy of equal opportunity and to not discriminate against any person because of sex, race, colour or national origin. Any information you provide will be used solely for monitoring purposes and will not be a part of the selection process.