Case Manager - Customer Services Mortgages

About the role

This position is for an experienced Mortgage or IFA Administrator who will take ownership of mortgage cases from submission to completion. Working remotely, you will act as the primary contact for clients, advisers and lenders, ensuring a smooth and compliant journey for each application.

Key responsibilities

• Manage mortgage applications from initial submission through to completion.
• Serve as the main point of contact for clients throughout the application process.
• Liaise with lenders and third‑party providers to obtain updates and progress cases efficiently.
• Request, upload and allocate outstanding documentation from clients.
• Identify and resolve issues that could affect application timescales.
• Review mortgage offers for accuracy before notifying advisers.
• Maintain accurate, compliant client records in the CRM system.

Required profile

• Previous experience in a mortgage or IFA administration role, preferably within customer services.
• Excellent communication and relationship‑building abilities.
• Strong organisational skills with the capacity to handle multiple cases simultaneously.
• Attention to detail and a proactive problem‑solving approach.
• Confidence when dealing with lenders, clients and advisers.

Required skills

• CRM systems

What we offer

• Competitive salary based on experience.
• Fully remote working arrangement.
• Ongoing training and professional development.
• Supportive, collaborative team environment.
• Opportunity to join a growing financial services business.