Mortgage Case Manager

Central Cambridge location Hybrid/flexible working 2 days in the office and 3 days WFH Generous salary and benefits package Opportunities for career development Purpose; To ensure the Society's mortgage applications are fully managed from submission through to completion, to meet customer needs and adherence to internal and external regulation. Main duties; Case manage mortgage applications received from our Intermediary Partners and Direct Mortgage Advisers, from submission through to completion Act as the main point of contact to deal with queries from all stakeholders relating to your cases, verbally and in writing Offer exceptional customer service with a can-do approach to solving queries and case progression barriers Maintain accurate records of documents and case notes Adhere to SLA's for new applications and dealing with documents submitted and ongoing contact, in line with business requirements and highlight pressure points when necessary Review and confirm supporting documents in accordance with relevant internal policies and regulations Have a firm knowledge of the documentation requirements and escalate suspected fraudulent cases via the required internal channels Instruct and confirm satisfactory valuations, raising post valuation queries where required with our 3rd Party provider Proactively manage post-offer conditions and queries, to maintain pipeline case momentum Take ownership of complex case queries and make decisions in line with mandated lever of authority, escalating when necessary Manage pipeline case progression with a pro-active approach to anticipated completion timescales and any expected delays, managing external contact and providing regular updates when required Take ownership of your continuous professional development and proactively engage with relevant training, right first time and call compliance monitoring feedback Adequately respond to indications of customer vulnerability, in line with internal process and regulatory requirements Maintain relationships with external experts to support with 3rd Party services in the mortgage applications journey Role model behaviours and the company's values and proactively support others Behaviours Lead by example, with a focus on delivering the best customer outcome Ability to challenge, to drive standards and efficiencies Engaging and approachable with the ability to support team members and customers Ability to communicate technical complex matters to stakeholders Ability to build strong working relationships Full adherence to Regulatory protocols and legislation Aligned to Society's Values Qualifications; * Minimum of 4 GCSE passes Grade C or above including Maths and English * CeMap qualification or equivalent time-served knowledge of mortgages - Desirable

Location: Cambridge, Cambridgeshire, GB

Posted Date: 8/21/2025