Case Update Assistant

As a Case Update Assistant at Interbay Commercial, your primary responsibilities will include responding to case update queries from brokers, providing timely information on application statuses, and effectively resolving any queries they may have. You will liaise with various teams within the organization, ensuring that the daily activities adhere to established SLAs. This position is essential for maintaining excellent customer service standards while supporting the overall broker journey.

To qualify as a Case Update Assistant at Interbay Commercial, candidates must possess GCSE/GCE qualifications in both maths and English. Previous experience in a customer service environment is desirable, particularly with a strong telephone manner. Attention to detail is also a critical requirement for this role, ensuring that all case updates and communications are handled with the highest accuracy.

As a Case Update Assistant at Interbay Commercial, you will have various opportunities for career development. The role serves as a fantastic entry point into the financial services sector, with access to supportive training and guidance from experienced team members. Employees are encouraged to pursue further learning and professional growth within the organization, and many have advanced to more senior roles within the company.

Interbay Commercial values diversity and aims to create an inclusive hiring process for the Case Update Assistant position. They actively encourage candidates from underrepresented backgrounds to apply, emphasizing that they appreciate unique perspectives and experiences. The company is dedicated to ensuring an equitable recruitment process and fostering an environment where everyone feels empowered to contribute.

A Case Update Assistant at Interbay Commercial can look forward to a competitive salary, hybrid working arrangements (3 days in the office and 2 days at home), enhanced family-focused benefits, and the opportunity for an annual bonus. The company takes pride in supporting its staff and provides a range of employee benefits to promote a healthy work-life balance.

In preparing for this question, think about the key responsibilities of the Case Update Assistant role, like managing communication with brokers, providing crucial updates on their cases, and working closely with underwriting teams. Express your enthusiasm for the customer service aspect and your commitment to facilitating a smooth process for all parties involved.

Describe your approach to maintaining professionalism and empathy during tough situations. Emphasize your ability to actively listen to the broker’s concerns, provide accurate information, and reassure them that you will address their queries effectively. Highlight your problem-solving skills and adaptability in ensuring the broker feels valued and supported.

Share a specific example of a situation where you went above and beyond to assist a customer. Discuss the context, your actions, and the positive outcome. Focus on your ability to address the customer's needs and create a memorable experience, which reflects the high customer service standards expected in this role.

List any customer relationship management (CRM) software or tools you’ve used in previous positions. Emphasize your adaptability to learn new systems quickly and highlight your organizational skills in managing customer inquiries effectively. Stress your commitment to using technology to enhance the customer experience.

Explain your approach to time management and prioritization. Share a method you use, such as listing tasks by urgency and importance and utilizing tools to track deadlines. Highlight your ability to remain focused under pressure and your commitment to providing timely updates to brokers.

In your response, express genuine interest in the financial services sector and your enthusiasm for the role. Mention the appeal of working within such a supportive team and the opportunity to contribute positively to brokers’ experiences. Highlight your eagerness to grow and develop within a reputable organization like Interbay Commercial.

Discuss strategies you use to maintain high levels of accuracy, such as double-checking your work, taking notes during calls, and using checklists for task completion. Illustrate your understanding that attention to detail is crucial in the mortgage process and that even small errors can have significant impacts.

Explain your understanding of confidentiality protocols and data protection. Emphasize your commitment to safeguarding customer information by following company policies and procedures and your proactive approach to compliance with privacy regulations.

Share personal techniques that keep you motivated, such as setting daily goals, seeking feedback, or finding joy in helping customers. Discuss your passion for the role and your eagerness to learn from colleagues, which fuels your motivation in a busy environment.

In your response, highlight relevant skills such as your customer service experience, attention to detail, and ability to communicate effectively. Discuss personal attributes like being a team player and your eagerness to support brokers in a meaningful way, emphasizing your alignment with Interbay Commercial’s values.