Second Charge Mortgage Case Manager

Norwich, Norfolk, England, United Kingdom



Second Charge Mortgage Case Manager


Starting salary £22,000 rising to £24,000 after probation + bonus (OTE £30k)

Reports to

Group Head of Operations

Based at

Horwich Office

Contract Type

Full time, permanent


6 months

About Us

Fluent Money Group are the UK’s largest specialist finance broker, providing over 1 in 4 second charge mortgages in the UK. The Group’s product portfolio houses Second Charge Mortgages, 1st Charge Mortgages, Equity Release, General Insurance and in March 2021 we launched another business providing Bridging finance.

Fluent Money began in 2008, with the secured loans offering through aggregators and partners. We are a privately-owned, private equity backed business which now employs over 400 staff and is still actively recruiting. Our directors have over 263 years' combined experience in the finance industry that has been used to build our team of professionals and a workplace that people thrive in.

The business is thriving and has continued to do so despite a difficult economic climate created by the global pandemic in 2020. We are a fast-paced business, proud of our achievements, and very much looking to the future.

Our large open planned, recently refurbished office, based in Horwich, near Bolton gives our people the ability to collaborate and thrive in a forward thinking and fun environment. We believe in working hard and celebrating success.

Role Summary

The role consists of processing and managing loan applications from the initial response through to completion, ownership and management of tasks to successfully deliver loan completions for our customers.

  • Effectively manage a pipeline of second charge mortgage applications through to completion
  • Fully review new cases where customers have responded after point of sale to accurately underwrite the case in accordance with the lenders criteria
  • After the initial review, process the case and undertake all necessary administration work, at the same time as following underwriting guidelines through the process
  • Correspond both written and verbally with the customer throughout the process, informing them of the requirements, keeping them updated, and guiding them through the process
  • Request all required information from third parties – e.g. mortgage companies, management companies, solicitors, accountants, surveyors
  • Instruct all necessary valuation reports, and review upon receipt, and request and review any further reports required – e.g. coal mining reports
  • Undertake all calls and underwrite with adherence to compliance and regulatory requirements
  • Communicate and build relationships with all relevant parties – e.g. customers, lenders, surveyors
  • Update, obtain and maintain all related systems with data, notes and tasks
  • Build and maintain knowledge base to ensure competency is met and targets are reached
  • Refer cases to lender where they might be slightly outside of criteria
  • Fully package all submissions to the lender for completion

This list is not exhaustive, and the incumbent would be required to follow any reasonable management request to do additional duties and tasks.

Role Requirements


  • Proven experience of working successfully to targets
  • Current or recent experience of an outbound call environment
  • Ability to respond quickly to training and adapt to changes within the industry
  • Able to carry out processes in a compliant manner
  • Able to demonstrate achievements against a wide range of competencies
  • Experience in a busy environment


  • Current or recent experience in a regulated finance company
  • Experience in secured finance or mortgages
  • Experience of processing in the mortgage market
  • Experience of processing in the second charge market
  • Strong IT skills including the use of the full Microsoft package
  • Experience of working successfully in a team and also individually
  • CeMap Level 1 (working towards full CeMap)
  • Experience of using bespoke software

Individual Requirements

  • GCSE Maths and English grade C or above
  • Proven exemplary worth ethic
  • Self-motivated upbeat personality
  • Punctual
  • Team Player
  • Compliant
  • Good people skills
  • Very well organised

What's in it for you?

  • Vitality Healthcare upon completion of probation
  • Company Pension Scheme with Royal London
  • Death in Service benefit
  • Annual rising holiday entitlement
  • Free secure on-site parking
  • Great location close to transport links
  • Access to training and development
  • The Fluent Review Annual awards evening
  • Regular social and charity events for Fluent Giving
  • Company uniform provided
  • Free tea and coffee and fresh fruit
  • On-site food provision and restaurant facilities
  • Fee-free Fluent group products for friends and family post probation.

Fluent Money Group are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment including the decision to hire, promote, discipline, or separate, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, origin, association, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, or any other status protected under the Equality Act 2010.




Case Management - Secured

Job Title

Second Charge Mortgage Case Manager


£22k to £24k


1 Year Minimum




United Kingdom

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