Mortgage & Protection Case Manager

Position Type: Permanent / Full Time

Aberdein Considine are looking for a Mortgage and Protection Case Manager to join the team out of our busy Union Street Office in Aberdeen. The successful candidate will be responsible for case management and providing administrative support to the Mortgage and Protection Adviser.

Job Purpose

The Mortgage and Protection Case Manager role is crucial to the success of our department. The team is responsible for the day-to-day processing of new business and servicing requests for existing clients. Your role is to support in securing the best outcome for clients in a timely manner while being focussed, organised and tenacious. You must also deliver a high level of customer service (both internally and externally).

Key Responsibilities

• Work closely with our Mortgage and Protection adviser(s) to support admin requirements
• New Clients – Create cases on Acre and complete the Fact Find based on the advisers Data Capture Form
• Document Check – Review on receipt, upload to Acre and the lender (where applicable)
• Case Tracking – Lender contact required to track case and obtain an update which is then sent to the adviser and/or client – Use email templates where applicable
• Case Tracking – Any ad-hoc portal checks or document uploads to lenders – Proactive review
• Reporting – Daily ‘Task Completion List’ completed and sent to Head of Mortgage Operations, daily, by COB
• Record Keeping – Ensure client fact finds are up to date on Acre and physical documents are confidentially disposed when required
• Communication to client and adviser is proactive, without prompt and is maintained to a high standard throughout the client journey
• Be responsible for your own workload and manage your time effectively with a high level of organisation
• Ensure all tasks are completed accurately, in a timely fashion and correct at first submission
• DIP’s – When requested by the adviser. Processed accurately with the required lender
• Applications – When requested by the adviser. Processed accurately with the required lender

Skills and Experience

Essential

• Excellent communication skills, in person, by telephone and in written form
• Highly efficient with the ability to manage multiple tasks whilst maintaining high levels of accuracy and customer service
• Ability to work independently, develop solutions and solve problems

Desirable

• Experience of working in a customer facing role
• Understanding of the mortgage market

Knowledge

• Broad knowledge of financial services and processes
• Good I.T skills (Microsoft Office)

Aptitudes

• Excellent written and oral communication skills
• Organised with a high attention to detail
• Ability to work on own initiative