Mortgage Servicing Assistant (MSA)

About the Position

Mortgage Servicing Assistant (MSA)

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

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Responsibilities

• Document Checking and Organisation

  • Relabel and organise documents correctly within internal systems so they are easy to review and locate.
  • Check that the correct documents are present for the case and applicant scenario, including ID, proof of address, income documents, bank statements and any additional supporting evidence.
  • Verify that documents are readable, in date and complete, including checking full statement pages, correct time periods and matching applicant details.
  • Ensure documents are filed in the correct location and under the correct category within internal systems.
  • Flag missing, incorrect, unreadable or out-of-date documents clearly in CRM notes and escalate through the appropriate route.

• System Accuracy and Case Readiness

  • Keep internal systems accurate and up to date.
  • Maintain clear and accurate case notes so other teams can progress cases without unnecessary delays.
  • Follow agreed checklists and processes to ensure consistency and accuracy.
  • Complete routine administrative tasks to support Mortgage Advisers, Case Managers and the wider Mortgage Operations team.

• Completion Status Checks

  • Check internal systems and lender portals to confirm whether a mortgage has completed or has been given a confirmed completion date.
  • Contact lenders where required to obtain case or completion updates.
  • Update CRM statuses accurately and leave clear notes when completion information is confirmed.
  • Escalate any issues or discrepancies through the appropriate internal process.

• Service Standards and Team Support

  • Work to agreed turnaround times and quality standards.
  • Support the wider Mortgage Operations team with administrative and process-driven tasks as required.
  • Manage a high volume of tasks while maintaining a high level of accuracy.
  • Escalate issues in line with agreed processes.

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Requirements

• Experience in administration, operations, document control or a similar role.
• Strong attention to detail and a methodical working style.
• Comfortable working across different systems and handling high-volume, repetitive tasks.
• Ability to follow processes accurately and consistently.
• Organised and able to manage their workload effectively.
• Clear and professional communication skills, both in writing and over the telephone.
• Comfortable contacting lenders and other third parties to obtain factual case updates.
• Ability to work in a fast-paced, quality-focused environment.
• Adaptable and willing to support with different administrative tasks as the needs of the team develop.

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About the Company

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 protecting long-term wealth.

The platform brings together property discovery, mortgage origination, legal and transaction services, 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 everything required to purchase a home into one transparent, fixed-price offering. Beyond home purchases, 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 company 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, replacing fragmented, manual processes with a modern, data-driven, AI-enabled consumer experience.