Dedicated Adviser Support Executive

Job Description: Dedicated Adviser Support Executive

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

Company Information

OneDome is an award-winning next generation property marketplace (one stop shop housing ecosystem). We are a market disruptor enabling home movers to conduct an end-to-end property transaction via a single platform. The OneDome platform makes transactions faster, more assured and allows customers to have greater control over their transactions.

Our goal is to challenge market norms and to reshape the property industry to better reflect the consumer demands of the 21st century.

We are growing as a business and as such we are seeking entrepreneurial and collaborative individuals who are simplifiers. We need our people to help us work towards our mission of revolutionising home moving.

OneDome achieved Gold for the Best Use of Digital in Property market and won the title of the Most Innovative Company in the 2021 Best Business Awards in the UK.

Role Overview

We are looking for a highly organised and proactive Dedicated Adviser Support Executive to provide one-to-one support to a Senior Adviser across mortgages, protection and later-life business.

This is a varied role combining mortgage administration, application processing, case support and general adviser administration.

You will work closely with the Adviser on a daily basis, taking ownership of time-consuming administrative and processing activities so the Adviser can focus on client relationships and providing advice.

A key part of the role will be developing a strong understanding of the Adviser's working style, clients and processes and becoming a reliable point of support across their day-to-day workload.

Key Responsibilities

Mortgage Application & Processing Support

- Key mortgage applications accurately using lender portals and internal systems
- Prepare mortgage applications for submission, ensuring all required information has been entered accurately and documentation is in place
- Work closely with the Adviser when keying more complex applications or where additional information is required
- Support the Adviser with residential, remortgage and other mortgage applications
- Check client information, income and supporting documentation before applications are progressed
- Maintain accurate client and application information across internal systems
- Complete relevant mortgage administration and internal forms
- Identify missing information or documentation and follow up where required

Case & Client Administration

- Support with the ongoing administration of mortgage cases
- Request outstanding documents and information from clients
- Review documentation such as bank statements, income evidence and budget information against agreed processes
- Keep internal systems and case notes accurate and up to date
- Complete routine administrative and case checks
- Follow up on outstanding actions and ensure important tasks are not missed
- Communicate professionally with clients and relevant third parties by email and telephone where required
- Help manage the Adviser's pipeline and keep track of outstanding actions and priorities

Later Life & Protection Support

- Provide administrative support across later-life and protection business
- Assist with gathering client information, including income and supporting documentation
- Support with basic data input and case preparation on relevant systems
- Complete administrative sections of internal, compliance and provider forms
- Contact providers and Business Development Managers to obtain factual information, criteria and case updates where required
- Support the Adviser with research and preparation for more complex later-life cases
- Follow up on outstanding requirements and maintain accurate records

Training and guidance will be provided for specialist processes where required.

Dedicated Adviser Support

- Work closely with the Adviser on a one-to-one basis and develop a strong understanding of their preferred way of working.
- Help organise and prioritise outstanding actions across the Adviser's workload.
- Monitor the Adviser's diary and upcoming priorities where appropriate.
- Maintain consistent communication through agreed channels, including email and telephone.
- Proactively identify administrative tasks that can be completed without requiring Adviser involvement.
- Help ensure information is organised and readily available when the Adviser needs it.
- Adapt to the Adviser's working processes while helping develop efficient and consistent ways of working.

What We're Looking For

We are looking for someone who:

- Is highly organised, reliable and proactive.
- Has excellent attention to detail and accuracy.
- Is comfortable working closely with one Adviser and building a strong one-to-one working relationship.
- Has excellent written and verbal English communication skills.
- Can process and organise detailed financial information accurately.
- Is confident working across multiple systems and lender portals.
- Can manage several tasks and priorities without losing track of outstanding actions.
- Is comfortable communicating with clients, lenders, providers and other professional third parties.
- Takes ownership and follows tasks through to completion.
- Is adaptable and comfortable learning new processes.
- Can work independently while recognising when something needs to be escalated.
- Is patient, methodical and comfortable supporting complex cases.

Experience

- Previous mortgage administration, mortgage processing or financial services experience is highly desirable.
- A good understanding of the UK mortgage application process would be advantageous.
- Previous experience keying mortgage applications or using lender portals would be particularly beneficial.
- Experience using mortgage CRM or financial services systems would be advantageous.
- Previous experience within later life, equity release or protection would be beneficial but is not essential.
- Full training will be provided on internal systems and specialist processes where required.

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 pro-tecting long-term wealth.

The platform brings together property discovery, mortgage origination, legal and transaction ser-vices, 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 every-thing required to purchase a home into one transparent, fixed-price offering. Beyond home pur-chases, 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 compa-ny 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 , re-placing fragmented, manual processes with a modern, data-driven, AI-enabled consumer experi-ence.