Mortgage & Protection Case Manager

Macstaff; Hemel Hempstead; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Discretionary bonus

Commission opportunities

Private medical insurance

Gym membership

Annual leave 20 days

Company pension

Hybrid working Fri WFH

On-site parking

Fixed hours 9-5

Career progression

Job summary

MacStaff Limited is recruiting a Senior Mortgage & Protection Case Manager in Hemel Hempstead. This role is a permanent, full-time hybrid position with Friday after probation.

You will own mortgage and protection applications from submission to completion, supporting three Advisers alongside another Case Handler. You will liaise with clients, lenders, insurers and solicitors; monitor pipelines; apply underwriting knowledge; handle complex cases; and maintain CRM and compliance.

Qualifications

• Significant mortgage industry experience to manage applications end-to-end.
• Strong understanding of mortgage products, underwriting and lender criteria.
• Excellent communication and stakeholder management skills.
• Attention to detail, organization and time management, with FCA regulatory knowledge.

Responsibilities

• Own mortgage and protection applications end-to-end from submission to completion.
• Liaise with clients, lenders, insurers, solicitors, introducers and advisers.
• Monitor case pipelines, deadlines and queries; resolve delays.
• Apply mortgage underwriting knowledge and product understanding to cases.
• Manage complex cases and provide solutions for positive customer outcomes.
• Maintain accurate CRM records and compliance standards.
• Deliver excellent client service and build long-term relationships.
• Mentor junior team members and support quality control.

Skills

Mortgage industry experience

CRM proficiency

Attention to detail

Client relationship management

Education

CeMAP (advantageous)

Tools

CRM system

Mortgage case management system

Job description

Senior Mortgage & Protection Case Manager

Location: Hemel Hempstead, Hertfordshire
Salary: £40,000 £45,000 + Bonus + Commission + Benefits
Job Type: Permanent, Full-time Hybrid Friday after probation

You will like

Working as a Senior Mortgage & Protection Case Manager for a growing, independent mortgage and protection brokerage in Hemel Hempstead, Hertfordshire. This established, client-focused financial services business offers an excellent opportunity to take ownership of mortgage and protection applications, support experienced advisers and make a genuine difference to customer outcomes.

You'll enjoy a professional, supportive working environment, an attractive salary and benefits package, additional commission opportunities and scope for career development. Ideal for an experienced Mortgage Case Manager, Senior Mortgage Administrator or Mortgage & Protection Case Handler seeking greater responsibility and recognition.

You will like

The Senior Mortgage & Protection Case Manager job itself, where you will take ownership of mortgage and protection applications from submission through to completion, supporting three Mortgage Advisers alongside another Case Handler. More specifically, you will be:

• Managing mortgage and protection applications end-to-end, ensuring efficient progression through to completion.

• Liaising proactively with clients, mortgage lenders, insurers, solicitors, introducers and advisers.

• Monitoring case pipelines, managing deadlines and resolving application queries or delays.

• Applying your knowledge of mortgage underwriting, lender criteria and protection products.

• Managing complex cases, identifying solutions and ensuring positive customer outcomes.

• Maintaining accurate documentation, CRM records and compliance standards.

• Delivering exceptional client service and building lasting professional relationships.

• Supporting quality control, process improvements and operational efficiency.

• Providing guidance, training and mentoring to junior team members.

You'll have genuine autonomy, responsibility and the opportunity to contribute to a growing brokerage's continued success.

You will have

To succeed as Senior Mortgage & Protection Case Manager, you will have significant mortgage industry experience, ideally gained within a mortgage brokerage, financial services intermediary or specialist mortgage administration environment. You will also have:

• Proven experience managing mortgage applications from submission to completion.

• Strong understanding of mortgage products, lenders, underwriting and application processes.

• Practical knowledge of protection products and associated administration.

• Good understanding of FCA compliance and regulatory requirements.

• Excellent communication, customer service and stakeholder management skills.

• Outstanding attention to detail, organisation and time management.

• Confidence managing multiple cases, competing priorities and complex queries.

• Strong IT, CRM and mortgage case management system skills.

• A proactive, independent and solutions-focused approach.

• Ability to support and mentor less experienced colleagues.

CeMAP qualification would be advantageous, although candidates willing to undertake further professional qualifications are encouraged to apply.

You will get

As Senior Mortgage & Protection Case Manager, you will enjoy an attractive remuneration package including:

• £40,000 £45,000 salary, depending on experience.

• Discretionary annual performance-related bonus.

• Additional commission opportunities for introduced mortgage and protection business.

• Private medical insurance after probation.

• Free gym membership after probation.

• 20 days annual leave plus bank holidays.

• Workplace pension.

• Hybrid working Friday WFH after probation.

• On-site parking.

• Monday Friday, 9:00am 5:30pm working hours.

• Career development and progression opportunities.

This is a permanent position with a six-month probation period, offering the opportunity to build a rewarding career within an expanding mortgage and protection business.