Vacancy: Mortgage Case Manager - 11.07.2010
----People Related Tasks:
+ Build and maintain effective relationships with all new and existing clients
+ Act as the first ‘port of call’ for clients, lenders and conveyancers with any queries on a particular mortgage case (at all stages of the process from successful DIP through to legal completion and beyond)
+ Ensure timely, accurate and appropriate responses to telephone calls/enquiries or correspondence from clients, lenders or conveyancers
+ Liaise with Mortgage Consultants, appraising them of the progress of specific mortgage cases and seeking to resolve any queries arising
+ Liaise with the Line Manager, escalating any specific problems for discussion and resolution
----Daily Operations:
+ Works within prescribed procedures and practices
+ Inputs, updates and maintains data so that systems and files accurately reflect current position at all times
+ Produces written correspondence and documents using standard formats
+ Manages diary system to monitor cases and progress chase as appropriate
+ Follow case progress through the complete process to legal completion and beyond
----KEY SKILLS/COMPETENCIES----
----Adaptability & Flexibility:
+ Coping with changing circumstances and acting in a manner that facilitates the change process
+ Redirects efforts proactively applying an understanding of the reasons to support colleagues
+ Recognises the need for change and makes recommendations accordingly
----Co-Operation and Teamwork:
+ Participates as a team member, creating effective and professional working relationships with colleagues
+ Co-operates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas
+ Assists other team members when necessary
----Monitoring and Controlling Progress:
+ Actively monitors progress of day to day work and takes action to achieve targets
+ Provides feedback to Line Manager of any potential problems
----Knowledge of Process:
+ Full understanding of required processes and prescribed practices
+ Interprets procedures to ensure excellent customer service
+ Makes suggestions for process improvements
----Communication:
+ Communicating facts and concepts so they can be easily interpreted and understood by others
+ Balances amount and level of information, conveys key issues in appropriate order to give an overall picture
+ Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work
+ Listens to instructions and passes on information as directed
----Planning Own Work:
+ Establish a course of action for self to accomplish day to day work targets
+ Is aware of team’s priorities, targets and objectives and plans own work accordingly
----Customer Service:
+ Does more than requested – follows up to make sure needs have been met; shows pro-activity in offering assistance without being asked.
+ Interprets customer requirements and produces solutions taking into account of business requirements
+ Continually looks for ways to exceed customer standards
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