Case Manager

4 weeks ago

Newcastle Upon Tyne, United Kingdom London & Country Mortgages Full time

Case Manager

Newcastle

£23,500 plus bonus and benefits

Start Date 2nd December 2024


Are you interested in joining an award-winning company with plenty of opportunities for personal development and lots of fun along the way?


Who are we?

We’re L&C Mortgages, the UK’s leading fee free mortgage broker, winning over 160 industry awards since 2002. Join us and you’ll be part of a business that wants you to enjoy being part of a great team. From ‘#high5’ nominations – (i.e. recognition for those who go the extra mile), to our amazing discount app Perkbox and a day off for your birthday, we care about our colleagues and want to give them something back.


Why we love working for L&C

  • The people that we work with
  • A starting holiday entitlement of 24 days
  • The challenges and opportunities that make us develop professionally & personally
  • Being part of a respectful working environment
  • Having a day off on your birthday
  • An excellent employee assistance programme including income protection
  • Pension contributions with Hargreaves Lansdown



The role

You’ll be responsible for:

  • Liaising between customers and lenders to ensure the customer receives their mortgage offer efficiently
  • Proactively managing mortgage applications and completing all administration in a timely and accurate manner
  • Ensuring excellent customer service is maintained throughout the whole process
  • Answering written or verbal enquiries promptly, professionally and with courtesy to meet and exceed customer expectations, and maintain the positive reputation of the company
  • Proactively chase applications through to completion, updating all parties (customer, estate agent, solicitor, builder, mortgage adviser and lender)
  • Processing all documents and lender requests within the set timeframes
  • Handling client documents in a compliant manner that’s aligned with GDPR
  • Accurately tracking and taking notes on all actions and communications on our internal CRM system
  • Managing and prioritising own workload and diary to ensure timeframes and deadlines are met, while achieving targets for accuracy, quality, volume and agreed service levels
  • Creating, maintaining and enhancing working relationships with both internal and external stakeholders such as advisers, lenders and solicitors


FCA Certification Regime & Conduct Rules

L&C is authorised and regulated by the Financial Conduct Authority (FCA) and is classified as an Enhanced Firm under the Senior Manager’s and Certification Regime (SM&CR). This role is subject to the 5 FCA Conduct rules and you will be expected to adhere to them at all times. (See below). Any confirmed breaches of the Conduct Rules (defined by FCA parameters) will be reported to the FCA annually. Should you apply for a certified role in another financial services firm then L&C will be required to disclose this information in a Regulatory Reference request.


Conduct Rules (Applicable to all employees)

  1. You must act with integrity
  2. You must act with due care, skill and diligence
  3. You must be open and cooperative with the FCA, the PRA and other regulators
  4. You must pay due regard to the interests of customers and treat them fairly
  5. You must observe proper standards of market conduct
  6. You must act to deliver good outcomes for retail customers


About you

At L&C we care about our customers. We’re looking for individuals who are self-motivated, extremely well organised and have an excellent telephone manner and communication skills, both written and verbal. Ideally, you’ve had previous experience in a customer service or administration role. You’ll need to be able to work both as part of a team and on your own, and deliver a high level of customer service. We require a minimum of 6 GCSEs or equivalent with a minimum of a C grade in Maths & English.


Why join L&C?

Working at L&C means being part of an environment of respect and equality. The standard of training is as high as it can be, so that the service you’re able to deliver is of the same level. What you do with it and where you take your role from there is up to you – because there are plenty of opportunities to progress.

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