As a Case Manager at Quantum Mortgages, you will be responsible for managing mortgage applications from initial receipt through to completion. You will ensure all cases are fully packaged and compliant with internal policies and regulatory requirements before being assessed by the underwriting team. This role requires proactive communication with stakeholders, attention to detail, and a strong understanding of mortgage processes, particularly in the Buy-to-Let (BTL) sector.
Significant Responsibilities
* Process mortgage applications to pre-defined standards and service level agreements from initial receipt through to completion.
* Manage a case pipeline, ensuring applications are proactively managed to the offer stage.
* Assess all supporting documentation, identifying issues that require escalation to the underwriting team.
* Deliver a first‑class proactive customer service through inbound and outbound communication by telephone, email and letter to all case stakeholders including introducers, service suppliers, reference providers and occasionally applicants.
* Ensure a high level of accuracy for data entry and ongoing record keeping.
* Support the underwriting team and peer group in delivering an excellent, compliant service and a prompt and accurate decision at each stage of the process.
Knowledge
* Comprehensive understanding of the mortgage lifecycle, from application to completion.
* Strong knowledge of Buy-to-Let (BTL) lending, including Limited Company, HMO, and Multi-Let structures.
* Familiarity with Anti‑Money Laundering (AML) regulations and financial crime indicators.
* Understanding of Quantum Mortgages’ lending policies, procedures, and product criteria.
* Awareness of regulatory requirements and industry best practices in mortgage lending.
Skills
* Can make decisions independently and adequately justify those decisions with clear reasoning and rationality.
* Ability to assess mortgage applications against policy and criteria applying sound judgement and clear reasoning.
* High level of accuracy in data entry, documentation, and record‑keeping.
* Strong written and verbal communication skills for engaging with brokers, underwriters, and applicants.
* Proficient in using mortgage processing systems and CRM platforms.
* Skilled in identifying and escalating complex or high‑risk cases.
* Capable of managing a dynamic case pipeline and prioritising workloads effectively.
* Able to identify vulnerable customers and potential complaints or financial crime.
Behaviours
* Self‑driven and accountable for managing personal workload and deadlines.
* Collaborative and supportive team player.
* Adaptable to changing business needs and priorities.
* Maintains high ethical standards, integrity, and professionalism.
* Proactively seeks feedback and development opportunities.
* Resilient under pressure with a proactive, solution‑focused mindset.
Qualifications and Experience
Essential
* Proven track record in customer service or sales administration.
* Familiarity with mortgage regulations and compliance requirements.
Desirable
* Experience in a mortgage processing or case management role.
* CeMAP or equivalent mortgage qualification.
* Experience within the financial services and/or banking/lending industries/sectors.
* Experience with specialist lending or intermediary‑based mortgage models.
* Knowledge of property investment structures (e.g., SPVs, portfolio landlords).
Benefits
* Company Bonus Scheme: Up to 10% in line with our policies, rewarding your hard work and dedication.
* Life Insurance: Coverage up to 4× your salary for peace of mind.
* Vitality Private Medical Insurance: Comprehensive coverage for you and your family.
* Hybrid Working: Flexibility to work from home 3 days a week, with additional/alternative flexible arrangements considered upon request.
* Generous Leave: 23 days annual leave, 8 statutory holidays, plus 2 additional paid leave days over the Christmas period.
* Pension Scheme: Competitive contributions to secure your future.
* Fantastic Company Culture: Inclusive and supportive environment.
* Wellbeing Support: Resources and programs to support mental and physical health.
* Professional Development: Opportunities for training and growth.
* Career Progression: Clear pathways for advancement, with achievements recognised and celebrated.
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