Case Handler

Job purpose

To ensure that the highest level of case management and administrative support for all aspects of Help to Buy – Wales (“HTBW”) activity are carried out efficiently and professionally.

Main duties and responsibilities

Competently working within a blended environment onboarding new applications and processing post completion events but could also involve developing your knowledge and skills within the team checking land registration and/or recovering arrears within HTBW.

You will be required to be an effective case handler and mentor, providing support including but not limited to:

• As a proactive member of the department, you will be expected to handle and manage a high volume of cases simultaneously to ensure all regulatory and internal Service Level Agreements are met and customers are kept informed through various channels of communication.
• Be responsible for the case handling of a mixed pipeline of highly detailed new and existing buyer applications from initial receipt of application through to the legal completion of the shared equity loan.
• Processing a range of non-redemption tasks (Example: change of name, Sublet) and redemption applications.
• Specifically provide a high level of customer service and support to customers by building relationships with IFAs/Mortgage Advisors, Conveyancers and RICS valuers to ensure the customers experience is seamless.

• Be responsible for verifying required documentation to support the legal exchange and completion of the property. 

  To include but not limited to:

- Verifying mortgage offers to ensure the customers chosen product meets scheme requirements. 

- Valuations reflect the property applied for and the correct terms are adhered to from the builders registered for the scheme.

- Redemption valuations meet with the scheme requirements. Where negative equity identified appropriate verification documented

• Non-redemption activities such as Subletting, Lodging, Remortgage and Home Improvement requests meet the scheme rules.
• Undertake checks on applications accurately, with a keen eye for detail, in order to make an assessment and respond to clients formally, requesting further information if required. Ensuring scheme rules are applied.
• To understand and assess credit reports when processing new applications and assess documentation relating to employment/self-employment and pay slips in line with HTBW affordability guidance.
• Adhere to all KPI/SLA response times when processing received documentation for your cases, as stipulated and agreed with Welsh Government.
• Have awareness of GDPR regulation, observe and implement all guidelines and own any GDPR sensitive complaints to a satisfactory resolution
• Embracing the new FCA Consumer Duty principles when dealing with HtBW Customers.
• To be proactively accountable and manage current individual caseloads to ensure all required documentation is pursued in accordance with informed buyer completion dates.
• To play a role in reviewing and developing current processes.
• Proactively monitor the current status of your pipeline cases thorough report generation and update records accordingly to ensure accuracy levels are maintained on the client record management (CRM) system and Finance system, reporting back to the line manager any issues.
• Positive profile and image within HTBW, with an established network with support functions that can be called upon to support root cause analysis and continuous improvement to tackle negative customer outcomes or expressions of dissatisfaction.
• To provide an accurate, polite, enthusiastic and professional service to all external and internal stakeholders and to respond accordingly to all queries received via the website, email and telephone.
• Keep applicant status logs on all systems up to date so that cases can be picked up by colleagues if necessary.
• Any other task defined by the fund manager to meet the operational needs of the department

Knowledge, Skills, Abilities and Experience 

Essential

• The ability to work well under pressure to meet targets and tight deadlines
• Experience of answering and dealing with telephone queries
• Excellent accuracy and high attention to detail
• To maintain a professional work ethic at all times
• You must be well organised and able to manage own workload effectively
• Previous administration experience – Essential
• Committed to taking a proactive approach in taking ownership of self-development
• Demonstrate a confident telephone manner and deliver excellent customer service
• Strong written and oral communication and interpersonal skills
• Self motivated with the ability to work independently and as part of a team
• Confident in own decision-making skills
• Experienced and skilled in standard IT/PC applications including Word, Excel, PowerPoint, Outlook.

Desirable

• Welsh speaker
• Knowledge and understanding of the Help to Buy – Wales initiative
• Knowledge/experience of processing applications for mortgages and shared equity loans
• Previous experience within a case handling position
• Experience of analysing financial information to include payslips and end of year accounts.

Apply

To apply for this role, please visit our recruitment page