Complete FS is a specialist mortgage packager and distributor based in Southampton, working exclusively with mortgage intermediaries.
Specialising in providing tailored lending services for the financial intermediary sector, we partner with a panel of trusted lenders to offer high-quality products and solutions. With a strong focus on service excellence, Complete FS Ltd is dedicated to supporting the intermediary market. The company is also committed to staff training and development to maintain its reputation as one of the leading mortgage packagers in the UK.
Role Description
This full-time role for an Enquiries Manager is based in Southampton. The Enquiries Manager will handle inbound enquiries from intermediaries, provide appropriate solutions, and ensure exceptional service delivery. Responsibilities include liaising with lenders, maintaining accurate records, and guiding our customers through the mortgage lending process. The individual will collaborate closely with internal teams to meet service standards and improve overall efficiency.
The Enquiry Manager role at Complete FS involves acting as the initial point of contact for mortgage brokers seeking specialist lending solutions, processing initial enquiries, completing DIP's (Decision in Principle) and packaging cases for lenders.
Key responsibilities include:
* Initial Point of Contact: Answering phone calls and emails from mortgage brokers with new case enquiries.
* Initial Assessment/Underwriting: Performing an initial assessment (DIP – Decision in Principle) of new mortgage and loan applications to determine viability and suitability for specific lenders and products within the Complete FS panel.
* Product Expertise: Maintaining up-to-date knowledge of the various specialist lending products, criteria, and market trends to provide accurate information to brokers.
* Broker Support: Building good working relationships with brokers, offering support and guiding them through the application process for complex cases.
* Lender Liaison: Acting as a liaison between brokers and lenders, managing expectations and ensuring effective communication throughout the enquiry stage.
What we're looking for:
* Customer service and communication skills, with the ability to manage client interactions effectively.
* Organizational and time management skills to handle multiple enquiries efficiently.
* Problem-solving and attention to detail for managing client needs and providing solutions.
* Basic knowledge of mortgage products and the financial intermediary sector is preferred.
* Proficiency in common office software and record management systems.
* Ability to work collaboratively as part of a team.
* Forward-thinking with the ability to take initiative and have a proactive approach to work.
* Professional demeanor and a commitment to upholding service excellence.
* A background in finance, customer service, or a related field is highly advantageous.
Seniority level
* Entry level
Employment type
* Full-time
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