Case Owner - Mortgages

As a Case Owner you’ll be responsible for completing a variety of tasks and taking ownership of cases from application through to offer. You’ll consider each application on its individual merits, evidencing logical thinking and assessing information quickly and confidently to reach a decision on whether a mortgage will be offered to a customer.

This role is based in Landlord (The Mortgage Works) which is part of the Mortgages and Financial Wellbeing Community. We are dedicated to supporting mortgage brokers and their Landlord Clients with crafted products, clear criteria, and an industry leading service.

At Nationwide we openly put our 15 million members at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You’ll be owning and reviewing applications at various stages of the process with the final goal of mortgage offer, making decisions as to whether the application satisfies case requirements in line with our responsible lending policy.  

You will be regularly liaising with brokers and solicitors via telephone and other digital avenues to build lasting relationships and provide excellent service. 

Through your daily workload management, you’ll be expected to identify and raise any trends or areas of improvement that would improve the end-to-end customer journey. This may involve your support and input to changes to processes/policies and impact all areas of mortgage operations, within Mortgages and Financial Wellbeing. 

About you

 We're looking for a dynamic person able to work as part of a team as well as an individual. Ideally you will have administration experience and be able to liaise with solicitors, brokers and customers whilst having the passion and desire to produce a high quality of work in a fast-paced environment. 

As a minimum requirement you’ll: 

• Have excellent communication skills both verbal and written, through multiple channels e.g. telephone, letter, webchat 
• Have excellent PC skills – this role requires the use of multiple systems when processing a case  
• Ideally have some knowledge of the mortgage journey 
• Be able to demonstrate a clear customer focus, effectively building relationships with internal and external customers, providing appropriate updates on progress to deliver excellent levels of service.
• Have a good understanding of the Financial Services industry along with relevant regulatory practices impacting the role.
• Be a team player with active participation in both virtual and face to face team meetings.  

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including: 

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16% 
• Up to 2 days of paid volunteering a year 
• Life assurance worth 8x your salary 
• A great selection of additional benefits through our salary sacrifice scheme 
• Access to an annual performance related bonus 
• Access to training to help you develop and progress your career 
• 25 days holiday pro rata 
• Gympass – Access to a range of free and paid options for health and wellness.

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.  

 As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.   

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.