Mortgage Case Manager

Responsibilities

• The role requires excellent communication, organisation and attention to detail, alongside a good understanding of the UK mortgage process.
• Manage a pipeline of mortgage applications from submission through to offer and completion
• Provide clients with regular, clear updates and proactively manage their expectations throughout the process
• Liaise with lenders to obtain updates, respond to outstanding requirements and ensure applications progress as quickly as possible
• Work closely with solicitors, estate agents, advisers and other third parties where required to progress cases
• Proactively identify delays or issues and take appropriate action to keep applications moving
• Ensure outstanding documents, information and lender requirements are followed up promptly
• Maintain accurate and up-to-date case notes and records across internal systems
• Work closely with Mortgage Advisers and internal teams to resolve queries and provide a smooth handover throughout the mortgage journey
• Manage a high-volume pipeline effectively while ensuring individual cases receive the appropriate level of attention
• Maintain a high standard of accuracy, professionalism and customer service across all client and third-party communication
• Escalate complex cases or potential issues appropriately

Job Description

Mortgage Case Manager

Location

CBD Cape Town, South Africa (Office-based, on-site)

UK-aligned Hours

Mon-Fri (10am-7pm winter / 11am-8pm summer)

Reports to

Head of Mortgage Customer Success

Department

Customer Success

Type

Full-time

Purpose of role

As a

• Mortgage Case Manager, you will be responsible for managing mortgage applications from submission through to mortgage offer and completion.
• You will act as the main point of contact for clients throughout the post-submission journey, providing regular updates, managing expectations and proactively progressing each application.

Key Responsibilities

Skills & Knowledge

Good understanding of the UK mortgage process, particularly the journey from application submission through to mortgage offer and completion

Excellent written and verbal English communication skills

• Strong organisational and time management skills, with the ability to manage a large caseload and competing priorities
• Excellent attention to detail and accuracy

Confident and professional telephone manner

• Strong problem-solving skills with a proactive approach to progressing cases
• Comfortable working in a fast-paced, target and service-level-driven environment
• Ability to build effective working relationships with clients, lenders, advisers and other third parties
• Client-focused with a genuine commitment to delivering a high standard of service

Experience

• Previous experience within mortgages, financial services or a similar case management environment is preferred
• Previous experience managing mortgage applications or working with UK mortgage lenders would be highly desirable
• Strong customer service experience is essential

Previous administration or case management experience is essential

Experience managing a high-volume workload or pipeline would be advantageous

About OneDome

OneDome is a UK-based housing and fintech technology platform building an

AI-powered platform to simplify life’s biggest financial decisions — from buying a first home to building and protecting long-term wealth.

The platform brings together property discovery, mortgage origination, legal and transaction services, insurance, and financial planning into a single, end-to-end digital experience. OneDome’s flagship

HomeBuyer Service reimagines home ownership as a retail-style product, bundling everything required to purchase a home into one transparent, fixed-price offering. Beyond home purchases, the platform supports customers across the full lifecycle of home ownership and personal finance.

OneDome operates at scale, working with a nationwide network of over 500 mortgage brokers and arranging approximately

$1.4 billion in mortgage volume per month,

positioning the company among the largest housing and mortgage platforms in the UK.

The company is profitable and has been recognised for rapid, capital-efficient growth, including being ranked the

4th fastest-growing fintech and

17th fastest-growing technology company by the

Deloitte Fast 50 in 2025, and the 6th fastest-growing tech company by the

Sunday Times Tech 100 in 2026.

Backed by Channel 4 Ventures and family offices across the UK, Saudi Arabia, the United States, and Australia, OneDome is building the next generation housing and fintech super-platform, replacing fragmented, manual processes with a modern, data-driven, AI-enabled consumer experience.