Customer Case Manager - New Business

Job Title: Customer Case Manager Job Purpose: The Originations Team deals mainly with enquiries and tasks relating to the new business side of the business, but may become involved in calls overflowing from other Departments. Case Managers will handle all aspects of a potential new loan from the initial enquiry through to funding. All calls must be handled professionally and in a timely manner paying specific attention to trating customers fairly at all times. All tasks are to be dealt with in line with company procedures and FCA regulatory guidelines. Key Responsibilities and Accountabilities: To ensure strict compliance with ALL regulatory requirements throughout the process and comply with any relevant guidelines in any contact with customers, introducers and third parties, ie Data Protection Act, FCA Guidelines, TCF Policy, etc. To manage inbound and outbound calls, and follow communication scripts as appropriate. To have a detailed knowledge of the company procedures/processes To professionally asses all cases from customers and introducers in order to make informed underwriting decisions that are in line with company underwriting and lending policies, procedures and criteria, with particular attention to creditworthiness and affordability to the extent possible for the life time of the loan in accordance with CONC rules, whilst ensuring the assessment is adequate, proportionate, plausible and sustainable with an underwriting rationale applied to each case prior to funding. To minimise the risk to the business with a strong focus on fraud avoidance To proactively manage a pipeline of cases, and also those of team members in their absence Update company systems fully as appropriate, ie Vienna, FLG, etc Provide technical advice and assistance to other departments as and when required To provide a high level of customer service at all stages of the process Key Knowledge: Good industry knowledge and experience of the consumer finance market and the products and services offered by the company. Full understanding of CONC Rules, Know Your Customer and company AML and Vulnerability Procedures. Ability to analyse and interpret reports from agencies, including: Experian/Equifax/Call Credit/Land Registry/CIFAS Competent in all company systems Flexible with working hours. Targets To be discussed and agreed with management Output from compliance monitoring and audits The Package Monday to Friday - Working hours are 41.5 hours a week Salary will be based on experience but between £17,000 - £27,000 Off site parking Holiday entitlement Pension scheme