Case Owner

We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.

To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.

More2Life is part of the Key Group of companies and has been a pioneering force in the Equity Release market since it’s launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.

Our Case Owners look after all mortgage applications from offer to completion, in line with agreed service levels, policies and criteria. Working together with internal teams and external partners, they are responsible for chasing documents from customers, decisions from solicitors, information from surveyors and much, much more. In short, they are pivotal in giving our customers a better retirement.

We are looking for positive, driven and persistent professionals to join our Case Owners team, to help push cases through to completion. You will be using all forms of communication, including inbound and outbound calling, to resolve issues as quickly as possible to enable cases to move through the system, and for our customers to receive their funds.

Main Role & Responsibilities:

• Acting as a customer ambassador, manage your own caseload effectively, to ensure customer queries, issues and administrative requests are dealt with efficiently and within agreed service levels.

• With quality and compliance at the forefront of your mind, manage the completion of all mortgage files, agreeing timeframes, checking documentation and setting completion dates.

• Working collaboratively with solicitors, valuers, brokers and customers to ensure the application progresses smoothly.

• To act with urgency in all cases, prioritising phone calls for a faster outcome

• Using our internal system to log all documentation and communications.

• Always considering the vulnerability of our customers, and raising any concerns to the Vulnerability Champion.

Personality & Skills we look for:

• Strong telephony experience and eager to pick up the phone.

• Target driven, and experienced and familiar with KPI’s

• Innovative and a forward thinker

• Agile

• Strong objection handling skills

• Excellent software skills, particularly Outlook & Word.

• Experience using a Customer management systems (i.e. CRM) to lodge communications and documents accurately.

• Ability to work under pressure and to deadlines.

• Ability to multi-task and manage own workload in a fast paced environment.

• First class communication skills, both written and verbal.

• Motivated in problem solving for effective results.

• Highly motivated, with a passion for the customers’ experience and outcome.

• Commitment to maintain accuracy and attention to detail, ensuring work is of the highest quality.

Most of all we look for people who display and work around the core values of our business:

Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all of our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stops
 

Benefits:

• 23 days holiday, plus bank holidays. Rising to 28 days based on length of service

• Additional holiday purchase scheme

• 1 charity day

• Tier 1 pension

• Simply Health

• Life Assurance