Overview
Complex Case Manager – Marlow, SL7 1YL
Job Title: Complex Case Manager
Location: Remote
Contract Type: Permanent
Working Pattern: Full-Time M-F- 9:00am -5:30pm
About the Role
Are you a confident and experienced professional with a deep understanding of lending and servicing processes? We’re looking for a Complex Case Manager to take ownership of intricate cases, ensuring timely and appropriate action is taken to deliver the right outcomes for our customers. This is a demanding and technical role requiring broad industry knowledge, particularly in Litigation, Recoveries, and Underwriting Assessments.
You’ll play a key role in presenting cases at both the Customer Referral Forum and the Late Arrears Forum, always keeping customer experience and positive outcomes at the forefront.
The role would be to investigate, review and resolve the Complex issue by reviewing original loan documents, customer requests and Solicitor Advice.
The candidate should be able to engage with the customer where appropriate to reach the best solution and present the findings at the Customer Referral Forum. The proposed solution should be bespoke and take in to consideration all aspects or the customers situation.
They should be able to liaise with our internal Legal department and challenge external solicitors costs to ensure they are fair for the customer.
They should also consider customer vulnerabilities, any detrimental factors, customer experience, media threats, MP involvement and commerciality. Within the role, the individual may be required to represent the lender at Court as a witness therefore case knowledge and mortgage servicing knowledge is essential
Key Responsibilities
- Manage complex cases across secured and unsecured lending, ensuring compliance with MCOB, Consumer Duty, and TCF principles.
- Present cases for awareness and approval at internal forums.
- Identify and implement improvements to enhance customer experience.
- Escalate risks and incidents appropriately, keeping stakeholders informed.
- Maintain pipelines and worklists within agreed SLAs.
- Support Underwriters, Team Managers, and complex areas to ensure a seamless customer journey.
- Conduct detailed customer conversations to understand financial circumstances and offer bespoke solutions.
- Uphold ethical standards and ensure compliance with GDPR and data privacy regulations.
Complex Litigation Addendum
- Investigate and resolve complex issues by reviewing loan documents, customer requests, and solicitor advice.
- Liaise with internal Legal teams and challenge external solicitor costs.
- Consider customer vulnerabilities, media threats, MP involvement, and commerciality.
- Represent the lender in court as a witness when required.
Skills & Experience
- Strong communication and stakeholder engagement skills.
- Proven ability to investigate and present case findings.
- In-depth knowledge of servicing and lending processes.
- Skilled in negotiation, analysis, and decision-making.
- Proficient in MS Office (Word, Excel, PowerPoint).
- Experience working with third parties to achieve optimal outcomes.
- Full understanding of regulatory frameworks including Consumer Duty and TCF.
Qualifications
- Experience in financial services is essential.
- CeMAP qualification (desirable) or willingness to study towards it.
- Client-facing experience is essential.
- Auditing experience preferred.
- A-level standard education; degree preferred.
Why Join Us
At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance
Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression.
We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive
Ready to make a difference?
If you’re passionate about providing an exceptional service and want to join a team that values your contributions we’d love to hear from you!
Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.
