Mortgage Servicing Assistant (MSA)

Job Description: 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

Company Information

OneDome is an award-winning next generation property marketplace (one stop shop housing ecosystem). We are a market disruptor enabling home movers to conduct an end-to-end property transaction via a single platform. The OneDome platform makes transactions faster, more assured and allows customers to have greater control over their transactions.

Our goal is to challenge market norms and to reshape the property industry to better reflect the consumer demands of the 21st century.

We are growing as a business and as such we are seeking entrepreneurial and collaborative individuals who are simplifiers. We need our people to help us work towards our mission of revolutionising home moving.

OneDome achieved Gold for the Best Use of Digital in Property market and won the title of the Most Innovative Company in the 2021 Best Business Awards in the UK.

Role Overview

We are seeking detail-driven, process-focused individuals to join our Mortgage Servicing Assistant (MSA).

The Mortgage Servicing Assistant provides administrative and operational support across the mortgage journey, helping ensure cases are accurately maintained and routine tasks are completed efficiently.

The team is responsible for checking and organising customer documents, maintaining accurate case records, carrying out completion checks, obtaining updates from lenders and supporting the wider Mortgage Operations team with other administrative tasks.

This role is suited to individuals who thrive in a structured, high-volume, accuracy-focused environment.

Key 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.

We are looking for individuals who:

• Have experience in administration, operations, document control or a similar role.
• Have strong attention to detail and a methodical working style.
• Are comfortable working across different systems and handling high-volume, repetitive tasks.
• Can follow processes accurately and consistently.
• Are organised and able to manage their workload effectively.
• Communicate clearly and professionally, both in writing and over the telephone.
• Are comfortable contacting lenders and other third parties to obtain factual case updates.
• Are comfortable working in a fast-paced, quality-focused environment.
• Are adaptable and willing to support with different administrative tasks as the needs of the team develop.

About OneDome

OneDome is a UK-based housing and fintech technology platform building anAI-powered platform to simplify life’s biggest financial decisions - from buying a first home to building and pro-tecting long-term wealth.

The platform brings together property discovery, mortgage origination, legal and transaction ser-vices, 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 every-thing required to purchase a home into one transparent, fixed-price offering. Beyond home pur-chases, 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 compa-ny 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 and17th 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, re-placing fragmented, manual processes with a modern, data-driven, AI-enabled consumer experi-ence.