Mortgage Servicing Assistant (MSA)

About the role

The Mortgage Servicing Assistant provides administrative and operational support across the mortgage journey, ensuring cases are accurately maintained and routine tasks are completed efficiently. This office‑based role is based in CBD Cape Town and works UK‑aligned hours, reporting to the Head of Mortgage Customer Success.

Key responsibilities

• Check, relabel and organise customer documents in internal systems, ensuring completeness, readability and correct categorisation.
• Flag missing, incorrect or outdated documents in CRM notes and escalate as required.
• Maintain accurate internal system records and clear case notes to enable smooth progression by other teams.
• Follow checklists and processes to ensure consistency and accuracy in case handling.
• Monitor lender portals and internal systems to confirm mortgage completion status and update CRM accordingly.
• Contact lenders for case or completion updates and record information with clear notes.
• Work to agreed turnaround times and quality standards while managing a high volume of tasks.
• Support Mortgage Advisers, Case Managers and the wider Mortgage Operations team with administrative tasks.

Required profile

• Experience in administration, operations, document control or a similar role.
• Strong attention to detail and a methodical working style.
• Comfortable working across multiple systems and handling high‑volume, repetitive tasks.
• Organised with the ability to manage workload effectively.
• Clear professional communication, both written and verbal.
• Willingness to contact lenders and third parties to obtain factual case updates.
• Adaptable to support various administrative tasks as team needs evolve.