Purely Recruitment Solutions
Mortgage Case Manager
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Location: Corsham
Job Type: Full Time – Permanent
Hours: Monday – Friday – 37.5hrs per week
Salary: Dependent on experience
Job Purpose
To manage mortgage applications from submission through to completion, ensuring excellent client service and efficient communication with lenders, while also supporting advisers, office operations, and third-party referrals.
Responsibilities
- Act as the first point of contact for clients on mortgage applications.
- Contact clients within 24 hours of application submission.
- Progress applications through workflow stages in the system.
- Obtain regular updates from lenders/providers and promptly request outstanding information from clients.
- Aim to secure offers within 10 days of application submission.
- Proactively resolve issues (e.g. valuation access).
- Engage lender BDMs where appropriate and challenge decisions or timelines when necessary.
- Stay up to date on lender requirements and timescales, sharing updates with advisers.
- Maintain regular client contact (By phone in the first instance, followed by email/message if unavailable).
- Ensure accurate, complete, and up-to-date client records on Mortgage Keeper.
- Keep advisers informed of case progress and issues.
- Review and check mortgage offers thoroughly before notifying brokers.
- Liaise with introducers as required
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Office Management and Sales Support
- Upload and allocate client documents to the CRM, notifying advisers as appropriate.
- Handle correspondence from lenders/providers, directing it to relevant teams.
- Support directors with ad hoc administrative tasks.
- Monitor and manage stationery, office supplies, and equipment (including printers and first aid kit).
- Maintain accurate records of posted mail and reconcile with company postal bills.
- Support brokers to facilitate sales growth by ensuring effective communication and smooth processes
Third-Party Referrals
- Refer clients to trusted third parties for additional services where appropriate.
Other Duties
- Undertake any other reasonable ad hoc tasks.
- Collaborate with colleagues to ensure workloads are completed efficiently.
- Comply with FCA and Money Laundering regulations.
- Act as a customer service champion, upholding company standards and promoting a positive office culture
- Contribute ideas to improve back-office processes and business operations.
- Escalate staff complaints to directors and client ML concerns to the MLO/FCA in line with regulations.
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Required Qualifications
- 5 GCSEs grade 5 / C and above.
Experience
- Minimum 2 years working in a Financial Advisory firm.
Knowledge, Skills And Abilities
- Excellent communication, negotiation and interpersonal skills.
- Proficient in relevant IT systems.
- Highly organised with effective prioritisation and time management.
- Able to work independently.
- Strong team player with relationship-building and negotiation skills.
- Committed to ongoing professional development.
By applying for this role, you give permission for Purely Recruitment to submit your personal information contained within your CV or any other relevant information provided in order for the prospective employer to review your application for the specific role applied for. Purely Recruitment will not submit or use your personal information for any other purposes other than for searching for alternative employment.
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