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.