Be responsible for managing detailed application requests, from the initial eligibility stages through to successful application, ensuring information provided is in an actionable state and necessary evidence is appended.
- Where required, be responsible for screening of applications at initial stages. Undertake research in order to make an assessment and respond to clients formally, requesting further information if required.
- Proactive approach to continuous improvement using areas identified through NPS, performance reports, peer checking and/or complaints root cause analysis.
- Awareness and practical application of regulatory responsibilities and customer requirements (i.e. – Consumer Duty, Vulnerability, Financial Hardship and Treating Customers Fairly).
Conduct thorough and robust due diligence (training for which will be provided) when progressing applications. Undertake the required eligibility and affordability as per Welsh Government criteria and direction from the Property Services Operations Manager.
Undertake a case handling role, ensuring a continuous dialogue with applicants, stakeholders and colleagues regarding progress and activity.
Draft & issue valuation instructions; review valuation report & communicate proposed value/offer to applicants.
Manage a portfolio of live cases from a variety of schemes and services, undertaking monitoring and relationship management in line with procedures and as directed by the Property Services Operations Manager. This will include liaising with Businesses, Leaseholders, IFA’s and RSL’s regularly.
- Facilitate RSL loan applications, send accurate case details to RSL’s & confirm authority to proceed. Prepare & submit loan sanction papers for approval (inc. CDD) Instruct, review & issue loan offer letters as appropriate.
Instruct panel lawyers on COT & First Charge. Review & collate COT & First Charge docs, before submission to the Property Services Operations Manager for approval.
Develop and maintain relationships with professional stakeholders, including IFA’s, Lawyers, Valuers, RSL’s and Quantity Surveyors.
Coordinate Completion – Complete drawdown notices, legal undertaking, DDR & review searches.
Manage Post Completion processes - Draft & issue completion notices, arrange payment of valuation, IFA, and legal fees via BACS. Check HMLR to ensure security has been properly registered.
Provide an accurate, polite, enthusiastic, and professional service to all external and internal stakeholders and respond accordingly to all queries received via the website, email, and telephone.
Be decisive in decision making, taking responsibility, and be prepared to have potentially difficult conversations with internal and external customers.
Ensure completion of legal documentation and be mindful of appropriate regulatory requirements as part of ongoing case management.
Develop and maintain technical and industry specific knowledge to ensure best practice and compliance in investment activity.
Proactively monitor pipeline applications via thorough report generation. Update records accordingly to ensure accuracy levels are maintained on the client record management (CRM) system, reporting back to the Property Services Operations Manager with any issues.
Undertake any other task as may be defined by the Property Services Operations Manager to meet the operational needs of Property Services.
Based on scheme demand, the successful applicant will be required to blend workload with other schemes such as HtBW, GBLS, LSS.
Consideration and awareness of the FCA Consumer Duty at all times to ensure we deliver good outcomes to our customers by acting in good faith, avoiding foreseeable harm and to enable and support our customers to pursue their financial objectives.
To ensure our vulnerable customers are treated fairly and that our products and services meet the needs of vulnerable customers in our target market.
