First Mortgage
Mortgage & Client Services Administrator
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Company Description
First Mortgage is one of the UK’s longest-established mortgage brokers, providing 100% fee-free mortgage and protection advice to clients nationwide. Founded in 2012, the company specialises in mortgages, life and critical illness cover, home insurance, new build purchases, and remortgage solutions. First Mortgage has secured clients billions in lending, reflecting strong market experience and a trusted advisory approach. Team members join a customer-focused organisation that values clear guidance, transparent service, and long-term client relationships.
Role Description
The Mortgage & Client Services Administrator is a full-time, hybrid role based in Dorking, with flexibility for home working.
The role is central to the day-to-day running of First Mortgage Surrey and is designed to ensure our advisers are able to spend the majority of their time advising clients and writing business.
You will take ownership of the administrative and client servicing activity surrounding the mortgage advice process, including:
- Contacting new enquiries and referrals and arranging adviser appointments.
- Managing the client onboarding process and ensuring all required documentation is received ahead of appointments.
- Proactively chasing clients for outstanding documentation and information.
- Contacting existing clients when their mortgage is approaching review and arranging appointments.
- Following up clients who have had an initial call or meeting but have not yet progressed to application.
- Progressing mortgage applications from submission through to offer and completion.
- Liaising with lenders, estate agents, solicitors and clients throughout the process.
- Keeping clients informed of progress and ensuring cases continue to move forward.
- Maintaining accurate CRM records, notes and follow-up tasks.
- Supporting advisers with administrative work that does not require regulated mortgage advice.
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This is a proactive administrative and case management role with regular client and third-party contact, rather than a purely back-office processing position.
The successful candidate will be highly organised, confident communicating by telephone and email, comfortable making proactive outbound calls, and capable of managing multiple clients and cases at the same time.
The administrator will support clients throughout the process, arrange appointments, obtain documentation, provide updates and progress cases, while the adviser remains responsible for advice and the overall advisory relationship.
Previous experience within mortgage administration would be highly desirable, although candidates with strong experience in financial services, estate agency, conveyancing or property administration would also be considered.
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Qualifications
- Previous experience in mortgage administration, financial services, estate agency, conveyancing or property administration is highly desirable.
- Strong organisational skills with the ability to manage multiple clients, cases and deadlines simultaneously.
- Excellent attention to detail and accuracy when handling documentation and updating CRM systems.
- Confident and professional telephone manner, with the ability to communicate clearly with clients, lenders, estate agents and solicitors.
- Comfortable making proactive outbound calls to obtain information, arrange appointments and progress cases.
- Strong written communication skills and a professional approach to email correspondence.
- Able to take ownership of tasks and follow them through to completion without requiring constant direction.
- Confident using CRM systems, email and Microsoft Office, with the ability to learn new systems quickly.
- Able to work effectively both independently and as part of a small team in a hybrid working environment.
- Good judgement and the ability to recognise when a matter should be escalated to an adviser.
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