People, Person, Couch, Furniture

Mortgage Case Manager

Bristol

Mortgage Case Manager

Bristol | England | United Kingdom

Description of business unit

Service and Operations department are responsible for the end to end processing of all new and existing mortgage business.The job holder will be responsible for aaccurately processing all post offer business through to funds release and completion, whilst meeting stringent legal, regulatory, compliance and audit requirements. The delivery of a consistently high quality of service in a cost effective manner is critical. The department operates in an environment which is subject to rapid change, increasing competition, stretching service targets, constant and significant fluctuation in mortgage business volume.

Purpose of the role

The job holder will be responsible for accurately processing all post offer business through to funds release and completion, whilst meeting stringent legal, regulatory, compliance and audit requirements. The delivery of a consistently high quality of service in a cost effective manner is critical. The department operates in an environment which is subject to rapid change, increasing competition, stretching service targets, constant and significant fluctuation in mortgage business volume.

Key responsibilities

Service - Deliver a consistently high level of service in line with departmental priorities. Deal with internal and external telephone calls. Liaise with customers, Intermediaries and Underwriters to ensure that all relevant documentation is obtained to package a case for assessment by underwriting. Accurately instruct valuations, and LMS solicitors,

Regulatory & Operational Risk Controls - To adhere to and understand the implication and impact of activities relating to all compliance and regulatory requirements, to ensure fair outcomes for customers in the processing and management of pre offer duties. Customer complaints are identified and processed within Internal Complaints Process. Adherence to internal policy, procedures and compliance processes ensuring the job holder operates in a compliant manner.

Planning - Effectively manage a case load of pre offer cases from application to fully packaged. Ensure all documents have been received and that the valuation report has been keyed correctly and meet the Loan to Value required for the product chosen. Effectively chase outstanding documents to enhance the Customer Journey.

Essential skills and experience

  • Good understanding of Mortgages and Mortgage Regulation
    - Excellent Customer Service and Telephony Skills - Use of the telephone to proactively ensure that Service Level Agreements are met
    - The ability to meet and exceed challenging targets while working well under pressure
    - Excellent PC skills and excellent attention to detail
    - Flexible approach to meet fluctuating business demands.

Desirable skills

- Highly developed communication skills which will include excellent verbal and written communication skill.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce

Closing date: Oct 20, 2017

Not ?

Thank you

What happens next?

You've seen your dream job, now what can you expect from the process?


 

Back