Mortgage Case Manager/ Senior Mortgage Case Manager

Severn Mortgage and Protect are one of the top Appointed Representative businesses within Mortgage Advice Bureau (MAB), the UK’s leading mortgage broker who have won over 200 awards in the last five years for advice and customer service.

We provide mortgage and protection advice working alongside local estate agents, as well as local and national employers.

Due to growth within our business, we are looking to recruit a mortgage administrator to work alongside our existing team based in Shrewsbury.

Position Overview

To provide effective and efficient support services to our team of expert advisers and providing the highest standard of service to our clients supporting them through the mortgage/protection application process. This role is predominantly office based but there is potential for a hybrid model with some time working from home.

Duties and Responsibilities:

• Administering and progressing mortgage and protection applications.
• To be the main point of contact for clients once their mortgage application has been submitted to the lender.
• Liaising with introducers, mortgage lenders and insurers to ensure a smooth process for our clients.
• Work with MAB and lender systems.
• Update clients at various points throughout the application process and deal with any queries they might have.
• Always provide the highest standard of service possible.
• Ensure all client folders and workflows are up to date.
• Support their assigned mortgage and/or protection adviser.
• To work alongside the customer service team and advisers to maximise outcomes.
• To always adhere to GDPR and financial crime regulations.

What you'll need to succeed:

• Engaging personality with the ability to build rapport quickly and professionally with customers and advisers.
• GCSE Maths and English or equivalent.
• Previous administrative and/or customer service experience essential.
• Experience of working in mortgage or property services is preferrable but not essential, full training provided.
• Excellent communication skills are essential including a pleasant and confident telephone manner with good objection handling skills.
• Good written, oral communication and numeracy skills.
• Drive, ambition and self-motivation.
• Outstanding organisational skills, good timekeeping.
• Understanding the company philosophy and values.
• Committed to go the extra mile to achieve and exceed targets providing excellent customer service in a fast-paced sales environment.
• Ability to work in a regulated industry.
• Experience of Microsoft suite of products, Word, Excel etc.
• Understanding of property markets.
• Ability to communicate at all levels.