Second Charge Case Manager

Your mission

Manage second charge mortgage applications from document receipt through to completion, working closely with lenders, solicitors, clients and second charge mortgage advisers to deliver an excellent standard of service to Believe customers and business partners.

Case Management and Administration

• Manage a pipeline of second charge mortgage cases in a fast-paced environment, from submission through to completion.
• File, scan and photocopy all relevant documents required for each application.
• Maintain accurate business logs and case records using the internal CRM system.
• Review, update, track and monitor cases to ensure they progress efficiently.
• Ensure acceptances of terms and loan offers are received promptly and checked against the application data and/or KFI.
• Provide management with caseload reports to support completion forecasting.

Customer and Stakeholder Service

• Deliver excellent customer service to Believe clients throughout the application process, from receipt of documents through to completion with the lender.
• Keep customers informed about the progress of their case and seek feedback once the case is completed.
• Respond promptly and professionally to incoming general enquiries.
• Explain the Trustpilot process to clients and the importance of their feedback in helping us improve our service.
• Ensure clients have discussed protection with the in-house team before their application completes.

Collaboration, Quality and Compliance

• Work with second charge mortgage advisers to ensure cases are underwritten correctly and packaged to a high standard before submission to lenders.
• Work collaboratively within the team to ensure every client, including those personally managed, receives a consistently high standard of service.
• Maintain up-to-date knowledge of the product criteria for all lenders on the business panel.
• Work with the Compliance team and mortgage network to ensure all regulatory requirements are completed for personally managed cases.
• Meet all departmental service-level agreements and targets.
• Understand Treating Customers Fairly (TCF) and embed its principles fully in day-to-day work.
• Attend internal and external meetings as required.

Your profile

This is an entry-level role, so previous experience in mortgages or financial services is not essential. Full training will be provided to help you build the knowledge, confidence and skills needed to succeed.
You will be:

• Customer-focused, with a friendly and professional approach.
• A clear and confident communicator, both verbally and in writing, with a professional telephone manner and the confidence to handle customer calls in a telephony-based environment.
• Organised, accurate and able to manage tasks effectively.
• Comfortable working in a fast-paced, team-focused environment.
• Proactive, willing to learn and open to feedback.
• Confident using IT systems, with the ability to learn new processes.
• Committed to delivering a high standard of service and treating customers fairly.

Why us?

• Westfield Health cash plan
• Gym membership
• Cycle to Work scheme
• Access to free therapy sessions
• Workplace pension
• Weekly fresh fruit
• On-site parking
• End-of-quarter events and incentives
• Career progression opportunities

About us

Pivotal is the UK’s leading mortgage and protection advice group. Backed by LSL and Pollen Street Capital, we’ve rapidly built a nationwide network of industry-leading specialist teams with over 1,000 talented people – together delivering annual revenues exceeding £100 million. Our scale is matched by our specialism. Pivotal’s advisor teams cover every corner of the market – from mainstream residential to second charge, commercial, bridging, buy-to-let, landlord, protection, and home insurance.

Our brands include Embrace Financial Services, First2Protect, Lifetime Finance Group, Grange Mortgage & Protection Services, The Buy to Let Broker, The Loan Partnership, John Charcol, Believe Money, and many other specialist mortgage, lending, protection and insurance businesses across the UK, giving us unrivalled expertise across every corner of the market.