This role involves but is not limited to:
To work with team members to ensure the highest level of customer service is maintained at all times.
To organise and prioritise individual caseloads in order to meet the firms and industry targets.
To respond to client enquiries in a manner conducive to the promotion of business and personal relationships and to ensure that client expectations are met.
To deal promptly and effectively with all correspondence relating to the matters with which you have conduct.
To co-operate with the Team Manager & Operational Managers and carry out work as directed by them. To ensure that any matter that requires the attention of a Manager is brought to their attention promptly.
To process all data and information in accordance with the firm’s confidentiality procedures and data protection requirements.
Processing data accurately and effectively on the case management system.
Answering inbound phone calls promptly and updating on the status of the case. Be proactive in advising the next steps and what is required to progress the case.
Making outbound calls, liaising with lenders, mortgage brokers & third parties (where applicable).
Ensuring the online portal is kept up to date, replying to online portal messages
Obtaining official copies and documents from the Land Registry.
Title checking whether property is freehold or leasehold/name and address match, restrictions and other non-standard issues.
Requesting and frequently chasing redemption statements from current mortgage lenders. Checking redemption statements for penalties and identifying if any shortfall.
Processing post on a daily basis which will include checking documents, mortgage deed, ID, insurance and questionnaires.
Checking the mortgage offer for special conditions and making the appropriate enquiries, searches, referrals to lender
Chasing outstanding documents from borrowers/brokers by phone, online portal and letter (where applicable).
Liaising with the borrower to agree a completion date prior to requesting funds from the lender. Calculate the final figures in readiness for completion.
Taking shortfall payments whilst adhering to money laundering regulations and the Firm’s policies.
Submitting the request for funds (COT) to the lender ensuring this is carried out in accordance with the lender’s process and timeframe
After completion, chasing discharge documents from mortgage lenders, liaising with the Land Registry, dealing with applications, requisitions, overpayment cheques within our post completion procedures.
Notices to management companies/landlords - serving and issuing cheques.
Requirements:
Strong IT Skills
Strong communication skills both written and verbal
Proactive approach to working
Excellent attention to detail
Good organisational skills
Ability to work under pressure and to tight deadlines
Work to targets.
Upselling of additional products
Team player
Ability to work independently and within a team
Flexible and adapts well to change.
Company Core Values:
Aspire: To challenge convention, an entrepreneur with energy for change. To be the best that we can be
Integrate : Bring together people and systems into a cohesive force
Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth
Commit: To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage
