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We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
More2Life is part of the Key Group of companies and has been a pioneering force in the Equity Release market since its launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.
Our Case Owners look after all mortgage applications from offer to completion, in line with agreed service levels, policies and criteria. Working together with internal teams and external partners, they are responsible for chasing documents from customers, decisions from solicitors, information from surveyors and much, much more. In short, they are pivotal in giving our customers a better retirement.
We are looking for positive, driven and persistent professionals to join our Case Owners team, to help push cases through to completion. You will be using all forms of communication, including inbound and outbound calling, to resolve issues as quickly as possible to enable cases to move through the system, and for our customers to receive their funds.
Main Role & Responsibilities:
* Act as a customer ambassador, managing your own caseload effectively to ensure customer queries, issues, and administrative requests are dealt with efficiently and within agreed service levels.
* Manage the completion of all mortgage files, agreeing timeframes, checking documentation, and setting completion dates, with quality and compliance at the forefront.
* Collaborate with solicitors, valuers, brokers, and customers to ensure smooth application progression.
* Act with urgency in all cases, prioritising phone calls for faster outcomes.
* Use our internal system to log all documentation and communications.
* Consider the vulnerability of our customers and raise concerns to the Vulnerability Champion when needed.
Personality & Skills we look for:
* Strong telephony experience and eagerness to make calls.
* Target-driven, familiar with KPIs.
* Innovative and forward-thinking.
* Agile mindset.
* Excellent software skills, especially Outlook & Word.
* Experience with Customer Management Systems (e.g., CRM) for accurate communication and documentation.
* Ability to work under pressure and meet deadlines.
* Multi-tasking skills and workload management in a fast-paced environment.
* First-class written and verbal communication skills.
* Motivated problem solver.
* Passionate about customer experience and outcomes.
* Attention to detail and commitment to high-quality work.
We value core principles such as:
* Ambitious: to help our customers enjoy a better retirement.
* Supportive: relationships are key to everything we do.
* Personal: going above and beyond in service.
* Integrity: honest, true, and transparent relationships.
* Responsive: delivering the right results regardless of challenges.
* Expert: continuous learning and expertise in our field.
Benefits include 23 days holiday plus bank holidays, rising to 28 days based on length of service.
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