Case Manager

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world

• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture

• Enjoy finding new and better ways to solve complexity and make things happen

• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups

• Care about society and the environment and want to be part of a business that cares too

• Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities

To provide excellence in customer service, contributing to the delivery of the Company's lending objectives by managing applications through the mortgage process.

Key Responsibilities

• To administer the processing of mortgage applications from receipt through to offer stage in accordance with the Company's policies.

• Observe regulatory and ethical standards.

• Demonstrate adherence to policies and procedures.

• Handling Inbound telephony queries and making meaningful Outbound calls to broker clients through proactive, confident communication.

• Deliver excellent customer service through attention to detail, problem solving and communication.

• Provide timely and accurate responses to telephone calls, emails and other communications for all mortgage applications.

• The preparation of fully packaged applications to be passed to underwriters.

• Liaising with brokers and other third parties to obtain outstanding documentation and information.

• Making initial lending decisions, working with underwriters to identify suitable applications that can proceed.

• Chasing brokers, customers, surveyors and solicitors to ensure the smooth progress of applications through the mortgage journey

• Communicating decisions to brokers

• Issuing mortgage paperwork to brokers, customers and solicitors.

• Inputting and updating of account and customer records.

• Demonstrate compliance with the Company's policy and procedures.

• Operate in accordance with the regulatory requirements as applied by the Company's responsible lending and underwriting policies.

• Comply with the provisions of the Money Laundering Regulations 2007 (and any successors thereafter) and the Company's Financial Crime policies and procedures.

• Maintain adequate records in accordance with regulatory requirements for such matters as affordability calculations, KFis, underwriting records, questionnaires etc.

• Maintain current knowledge of all aspects of applicable regulations.

• Participate in training and continuing professional development (CPD).

The Person

Skills & Requirements

• Strong Team player

• Good attention to detail

• Adaptability

• Good Clear Communication

• Ability to work under pressure and to strict timescales

• Mortgage administration experience

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment

• Free access to Headspace, a mindfulness & meditation digital health app

• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause

• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health

• Cycle to work scheme

• Discounts on gym membership

• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year

• Option to buy or sell holiday days through our flexi-holiday scheme

• Discounts on gym membership nationwide

• Access to discounts on a range of high street and online brands

• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success

• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done