The Deeds Specialist Case Manager will work principally with the Customer Services Manager to manage title referrals on post completion cases. They will focus on achieving the right customer outcome whilst balancing the risk to our business. Engaging with 3rd parties such as Solicitors, Surveyors and Executors they will help develop future policy through presenting information and recommendations to the senior team and improving the knowledge of the Servicing Department.

Formulate and deliver effective strategies for resolving post completion referrals and formalities.

Manage case load of post completion queries and referrals to required standards.

Produce Management Information (MI) to update the business on key risks, costs and performance indicators.

Complete call listening analysis to develop and maintain product, process and regulatory knowledge

Design and conduct training and development sessions with Servicing team members to improve the customer experience at first contact.

Build strong working relationships across the team and related divisions, promoting operational excellence with a “right first time” ethic.

Define and deliver processes to ensure compliant outcome and ensure that communication is aligned to our regulatory requirements.

Deliver industry leading customer service and ensure the principles of Treating Customers Fairly are embedded into all practices and performance standards.  Promote this ethos through training to all team members.

Qualifications:

ILEX (Desirable)

Knowledge:

Previous experience working for a mortgage lender (Essential)

Skills:

Strong attention to detail

Computer literate in Microsoft office

Able to work well within a team environment

Strong verbal and written skills

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.