About Believe Money Group
Believe Money Group is a fast‑growing financial services organisation specialising in innovative solutions across the lending and broker markets. We combine strong operational expertise with modern systems, data, and customer‑first thinking to deliver clarity, speed, and confidence throughout the financial journey.
Our purpose is simple: to provide customers with exceptional service, efficient processes, and specialist knowledge across our lending and mortgage divisions.
Job Title
Second Charge Case Manager
Department
Believe Loans
Office Based - Working Hours
- Monday to Thursday: 9:00am – 5:30pm
- Friday: 9:00am – 3:00pm
(40 hours per week)
Responsible To
Operations Manager
Primary Role
We are looking for a Second Charge Case Manager to support clients, lenders, solicitors, and our in‑house second charge mortgage advisors. You will play a key part in delivering an excellent customer journey from application through to completion, ensuring all cases are packaged, processed, and managed to a high standard.
Key Responsibilities
- Handle filing, scanning, photocopying, and organising all documents required for second charge mortgage applications.
- Maintain and update business logs using the internal CRM system.
- Deliver excellent customer service, ensuring clients are supported throughout the entire process.
- Work closely with second charge mortgage advisors to ensure cases are underwritten correctly and packaged to a high standard before submission to lenders.
- Manage both personal and team workloads to ensure all clients receive high‑quality service.
- Communicate with management, producing reports on personal caseloads for forecasting and completions.
- Manage a fast‑paced pipeline from submission through to completion.
- Handle incoming enquiries promptly and professionally.
- Ensure all terms and loan offers are received and cross‑checked against application data and KFIs.
- Stay up to date with lender criteria across the full panel.
- Review, update, track, and monitor all ongoing cases.
- Keep customers updated and request feedback upon completion.
- Guide all clients through the Trustpilot feedback process.
- Ensure every client has discussed Protection with our in‑house team before completion.
- Work alongside compliance and our mortgage network to ensure all regulatory requirements are met.
- Meet departmental SLAs and performance targets.
- Fully embed Treating Customers Fairly (TCF) principles into daily work.
- Attend internal or external meetings as required.
Salary Expectation
£38,000 OTE
Benefits
- Cash Plan with Westfield Health
- Access to free therapy sessions
- Gym membership
- Free tea/coffee facilities
- Fresh fruit delivered weekly
- Parking
- End‑of‑quarter events and incentives
- Progression opportunities
Job Types: Full-time, Permanent
Pay: From £24,000.00 per year
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative: 2 years (preferred)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
