Mortgage and Protection Administrator

Purpose:

 The Mortgage and Protection Administrator provide administrative and operational support throughout the mortgage and protection application process. This role ensures mortgage and protection files are accurate, compliant, and progressed efficiently from application to completion while delivering excellent service to clients, lenders, and internal teams.

Key Responsibilities:

Mortgage Administration

• Process and manage mortgage applications from initial submission through to completion
• Collect, review, and verify client documentation (income, ID, bank statements, property details, etc.)
• Liaise with clients, lenders, solicitors, valuers, and brokers to obtain outstanding information
• Ensure all mortgage files meet regulatory, lender, and compliance requirements
• Maintain accurate and up-to-date client records and mortgage systems
• Track application progress and follow up on delays or outstanding conditions
• Prepare and issue mortgage documentation and correspondence
• Support mortgage advisers/brokers with case administration and pipeline management
• Handle client queries in a professional and timely manner in line with PWM policy.
• Maintain confidentiality and data protection standards at all times

Protection Policy Administration

• Administer protection applications including life insurance, critical illness, income protection, and relevant add-ons
• Submit protection applications to insurers and monitor underwriting progress
• Request and chase medical evidence, GP reports, and underwriting requirements
• Liaise with insurers, advisers, and clients to resolve queries and delays
• Issue policy documentation, confirmation letters, and illustrations
• Issue policy documentation, confirmation letters, and illustrations
• Support advisers with policy amendments, cancellations, and policy servicing

Skills & Competencies:

• Strong administrative and organizational skills
• High attention to detail and accuracy
• Excellent written and verbal communication skills
• Ability to manage multiple cases and meet deadlines
• Customer-focused with a professional telephone manner
• Confident using CRM systems, lender portals, and Microsoft Office
• Understanding of mortgage products, processes, and compliance (preferred)

Experience & Qualifications:

• Previous experience in mortgage administration, financial services, or banking (preferred)
• Knowledge of mortgage regulations and lender requirements (desirable)
• Relevant financial services qualification (e.g., CeMAP or equivalent) is an advantage but not essential

Personal Attributes:

• Reliable and proactive
• Able to work independently and as part of a team
• Calm under pressure with strong problem-solving skills
• Professional, discreet, and client-focused