About the Role
Home Financial is looking for an experienced Mortgage & Protection Case Manager to join the team. This is a full-time role, offered on a remote or hybrid basis, with occasional travel where needed for team meetings, training, or client-facing support. You'll work closely with advisers to manage cases end-to-end; from initial client contact through to mortgage completion and protection recommendation. It is essential you keep cases moving, compliant, and well documented.
Key Responsibilities – Mortgage Process
- Support the initial client call, listening in to understand the client's needs and circumstances
- Maintain accurate call recordings via Fathom
- Assess client affordability
- Prepare and manage Decision in Principle (DIP) submissions
- Liaise with lender Business Development Managers (BDMs)
- Request client documents via automated workflows
- Update the CRM as cases progress through each stage
- Review client documents (using ChatGPT to support the review process)
- Contact clients to follow up on missing information
- Update clients on rate changes
- Support the mortgage application process
- Add clients to the WhatsApp group and manage introductions
- Keep policy documents up to date on the toolbox
- Attend regular BDM meetings and training sessions
Key Responsibilities – Protection & Insurance Process
- Review documentation via Health Hub
- Liaise with insurance provider BDMs
- Carry out pre-underwriting checks
- Follow agreed scripts for client conversations
- Complete demands and needs assessments
- Keep policy documents up to date on the toolbox
- Prepare protection illustrations
- Maintain internal documentation covering options, providers, and rationale ("why")
- Attend regular BDM meetings and training sessions
What We're Looking For
- Experience in mortgage and/or protection paraplanning, or a related advice-support role
- Strong understanding of the mortgage and protection application journey, from fact-find to completion
- Confident using CRM systems and case management tools
- Comfortable using AI tools (e.g. ChatGPT) to support document review and admin efficiency
- Excellent attention to detail and organisational skills
- Clear, professional communication with clients, advisers, and lender/provider BDMs
- Able to manage a caseload independently and keep multiple cases moving in parallel
- Relevant industry qualifications (e.g. CeMAP) are desirable but not essential – we welcome applicants with the relevant experience not necessarily the qualifications
- Working knowledge of FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) principles, with a commitment to compliant, well-evidenced case files
Career Development
We support ongoing professional development, including study support towards industry qualifications such as CeMAP, and clear opportunities to progress as the business grows.
Pay: From £30,000.00 per year
Work Location: Hybrid remote in Warrington WA3
