Mortgage Case Manager

Ellis Bates Financial Advisers (now Shackleton)
Richmond, VA
Richmond

Job title: Mortgage Case Manager

Reporting to: Head of Wealth Builder

Date of Issue: October 2025

Role Objective

To provide administrative support to the Shackleton Mortgage Desk.

Summary Of Job Purpose

  • Checking the Mortgage Adviser has provided full compliance requirements at the point of submission against agreed standards.
  • Assisting the Mortgage Advisers by managing applications from the point of submission through to completion.
  • Liaising directly with clients, mortgage lenders, and solicitors and any other relevant third parties to update on application progress, answer queries, and to obtain additional supporting documentation where required.
  • Uploading case documents to lender portals.
  • Updating our back-office system with the new business and uploading all relevant documents.
  • Supporting Mortgage Advisers in collating information/documents in preparation for meetings.
  • Booking client meetings into Mortgage Adviser diaries where required.
  • Ad hoc Projects.

Planning and Reporting

  • Deals with all aspects of work in a timely manner to facilitate mortgage applications through to completion.
  • Updating all relevant systems in line with agreed service levels.

External Relationships

  • Liaising with Lenders and Solicitors in relation to mortgage applications.
  • Dealing with client calls and emails.

Internal Relationships

  • Working closely with the Mortgage Advisers and other Mortgage Administrators.

This Job Description may be reviewed and subsequently amended to better reflect any changes required in the role.

Person Specification

  • Excellent interpersonal skills
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Working within a fast-paced environment often needing to meet tight deadlines.
  • Ability to organise own workload, prioritise effectively and identify issues for escalation.
  • Strong computer skills.
  • Ability to learn new software.
  • Excellent time keeping.
  • Previous work experience in mortgage administration, ideally 3 years minimum experience required.

If you are interested in learning more about this role or want to apply, please send your CV/Application to Stuart Williams at [email protected]
Posted 2025-11-03

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