Job Description

Mortgages Administrator

“Support customers, manage cases with care, and help deliver a smooth mortgage journey.”

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

This role is based in Basingstoke on a hybrid basis, with 3 days a week in the office and the remainder working from home.

The role and what you’ll help deliver

We are looking for a proactive and detail-focused Mortgages Administrator to join our Property team and support the end-to-end management of mortgage applications.

This is a hands-on role where you will act as a key point of support throughout the mortgage application journey, helping to progress cases from initial review through to search, underwriting and completion. You will work closely with colleagues, brokers and wider stakeholders to ensure applications are managed efficiently, queries are resolved promptly, and customers receive a high-quality service.

You will play an important part in maintaining standards, supporting business and regulatory requirements, and ensuring work is completed accurately and in line with internal procedures.

Mortgage Case Management

• Manage mortgage applications through the key stages of initial review, search, underwriting and completion.
• Gather and review the information needed to support the progression of cases.
• Act as a case manager, helping to resolve queries and keep applications moving.
• Support the team with activity linked to valuations after offers.

Broker, Customer and Stakeholder Support

• Liaise with brokers to provide updates and support throughout the application process.
• Deliver excellent customer service to both internal and external stakeholders.
• Work collaboratively with colleagues across the team to resolve issues and support positive outcomes.
• Communicate clearly and professionally, both verbally and in writing.

Quality, Pace and Control

• Follow internal procedures and maintain high-quality standards in your work.
• Manage a busy workload and balance competing priorities effectively.
• Support the delivery of business and regulatory targets.
• Bring a constructive, can-do approach while doing the right thing for colleagues, customers and the Bank.

What you’ll bring

Essential

• Previous experience in financial services or a similar environment.
• Confidence using the telephone and communicating with customers, brokers or stakeholders.
• A strong focus on delivering excellent customer service.
• Excellent attention to detail and the ability to work accurately.
• Strong written and verbal communication skills.
• The ability to manage a busy workload, prioritise effectively and maximise personal productivity.
• A team-focused approach, with a positive attitude and the confidence to challenge constructively.

Desirable

• Previous experience of the mortgage underwriting process would be advantageous, although training will be provided.

Why join Castle Trust Bank?

As well as joining a specialist Property team where your work will directly support customers, brokers and the smooth delivery of mortgage applications, you will be part of a progressive fintech challenger bank with a strong focus on service, collaboration and doing the right thing.

In addition, you will receive:

• Competitive salary – guide salary £28,000 dependent on experience.
• Annual performance-related bonus based on individual and company performance.
• Generous contributory pension scheme through Hargreaves Lansdown.
• Life assurance.
• 25 days’ annual leave, plus bank holidays, with the option to buy or sell up to 5 additional days.
• An additional paid volunteering day.
• Healthcare benefits through Equipsme.
• Free access to TELUS Health EAP to support health and wellbeing.
• Free eye test vouchers and discounted gym membership.
• Season ticket travel loans, if applicable.
• A supportive, inclusive culture where your contribution matters.

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank — The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status or characteristic protected by law, and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to being a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role, you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk