Our client is a busy and well-established financial services firm offering mortgage and protection advice. They are currently looking to recruit a Mortgage & Protection Case Manager to work from their modern offices in Macclesfield Cheshire
Position Overview
As a key member of the Case Management Team, the Mortgage and Protection Case Manager plays a crucial role in supporting the Mortgage and Protection Advisers. You will act as a central point of coordination across all stages of the client journey — from initial application through to mortgage completion or protection activation. This role is ideal for someone who thrives on building strong client relationships, managing complex workflows, and ensuring everything runs like clockwork behind the scenes.
Core Responsibilities
Client Onboarding & Data Handling
Accurately input client information and financial documentation into our systems.
Maintain digital files in line with GDPR and compliance standards.
Liaison & Coordination
Act as a bridge between clients, advisers, lenders, providers, solicitors, and medical professionals.
Ensure all parties are kept informed and up-to-date throughout the mortgage or protection process.
Chase outstanding information to keep timelines on track and maintain momentum.
Ensure providers and lenders receive the correct documentation.
Monitor policy and mortgage case status and intervene where necessary to avoid delays.
Manage the “put on risk” process and take broker fees using internal systems (e.g. Strike).
Client Communication
Provide regular, proactive updates to clients on the status of their applications.
Explain next steps clearly and with empathy, especially where complex or delayed cases arise.
What We’re Looking For
Client-first mindset: You care deeply about providing an excellent service and making each interaction count.
Team spirit: You work collaboratively, support others and understand the importance of a joined-up approach.
Organisation guru: You thrive on process, structure, and ticking things off the list with precision.
Sharp eye for detail: You spot errors others miss and take pride in getting things right.
Resilient & proactive: You don’t stop at problems — you find the solution.
Numerate & IT-savvy: You’re comfortable handling figures and using a range of systems and platforms.
Tools & Skills
Confident using Microsoft 365
Willing to adopt and learn new IT systems
Understanding of mortgage and protection processes (preferred but not essential)
Experience working with clients or in a support/admin role is a plus
The Role in Action
You’ll be a go-to person — the one who quietly makes sure everything happens on time, the right way, for every client. From chasing medical reports to managing lender communications, your ability to stay calm, professional, and one step ahead will define your success.