Case Manager & Apprentice Mortgage Adviser

Start an exciting career in mortgage advice with a growing, client-focused mortgage and protection brokerage as a Mortgage Adviser Apprentice

You will gain hands-on experience and industry-recognised qualifications through a fully funded apprenticeship, while receiving structured support to progress towards becoming a Mortgage Adviser.

Most of your apprenticeship is spent working.

You’ll learn on the job by getting hands-on experience.

Initially, you will work as a Case Manager, supporting advisers and clients through the mortgage application process from recommendation to completion.

Alongside your day-to-day responsibilities, you will undertake a structured apprenticeship programme leading towards becoming a fully authorised Mortgage Adviser.

This role is ideal for someone who is organised, customer-focused, and looking for a long-term career.

Key responsibilities:

• Managing mortgage and protection applications from submission through to completion
• Liaising with clients, lenders, solicitors, and other third parties
• Chasing outstanding documents and updating clients on progress
• Maintaining accurate records and CRM notes
• Supporting advisers with application preparation and administration
• Ensuring all files meet compliance and regulatory requirements
• Completing apprenticeship coursework and professional qualifications
• Learning the mortgage advice process and shadowing experienced advisers

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Course contents

• Provide advice and recommendations on mortgage products and services, adhering to regulatory and legislative requirements, and internal organisational procedures.
• Process mortgage applications accurately and efficiently, in accordance with all relevant regulatory and legislative requirements and internal organisational procedures.
• Identify and resolve mortgage-related issues, for example, complaints, complex cases, and queries from customers, applying appropriate solutions where possible and escalating when necessary.
• Raise customer awareness of their broader financial considerations beyond the mortgage product, for example, life insurance, critical illness cover, income protection, and home insurance.
• Communicate with internal and/or external stakeholders through different methods, for example, face-to-face, email, telephone, and online meetings.
• Present information to customers accurately and in line with the organisation's regulatory requirements.
• Identify potential risks, for example, instances of non-compliance, fraud, or financial crime, and escalate them appropriately, following relevant policies and procedures.
• Use digital systems and tools to manage customer data, process transactions, and maintain customer information and records, for example, customer relationship management systems (CRM), electronic sourcing systems, and online portals.
• Identify customers in vulnerable circumstances, and apply organisational policies and procedures to provide appropriate support.
• Manage customer dissatisfaction professionally, resolving issues where possible, and following organisational policies and procedures.
• Build and maintain effective professional relationships with customers, colleagues, and/or external stakeholders.
• Comply with current data legislation, cybersecurity regulations, and policies, including when managing and storing customer data safely and securely.
• Apply principles of equality, diversity, and inclusion (EDI), for example, when dealing with customers in vulnerable circumstances, applying Consumer Duty principles, and providing fair and unbiased treatment of customers.
• Apply current sustainability principles and working practices relevant to own role.