Mortgage Case Manager

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.

The role requires excellent communication, organisation and attention to detail, alongside a good understanding of the UK mortgage process.

Key Responsibilities

• 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

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.