Trainee Case Handler; Remortgage

Trainee Case Handler (Re-mortgage Team)

Reporting to: Re-mortgage Team Manager

To conduct legal matters on behalf of clients and to support the Re-mortgage team by carrying out tasks that are delegated. Developing skills and abilities to progress into a Case Handler role, managing a full case load independently.

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, , 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, over payment 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