Office Administrator

Permanent Part-time (M-F 10-2)

Position Overview
We are seeking a highly organized and client-focused Office Administrator to support a busy residential mortgage brokerage. This role is central to ensuring a seamless experience for clients from their first inquiry through to post-funding follow-up, while also supporting the mortgage broker and team of agents with efficient operations. The successful candidate will be a proactive communicator, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Occasional extra hours are anticipated.

Key Responsibilities
1. Front-End Client Engagement (Lead Capture & Initial Contact)
• Respond promptly to phone calls, emails, and online inquiries.
• Capture and enter client details into the CRM system accurately.
• Schedule appointments and manage the broker/agents’ calendars.
• Provide initial information on the mortgage process, documentation requirements, and next steps.
• Ensure all new leads are acknowledged and routed to the appropriate team member.

2. Documentation & Application Support (Pre-Qualification & Submission)
• Guide clients through the document collection process (income verification, credit reports, property details, etc.).
• Review and organize client files to ensure completeness before submission.
• Upload, update, and maintain files in compliance with brokerage, lender, and regulatory standards.
• Prepare client consent forms, disclosure documents, and compliance paperwork.
• Support brokers/agents in preparing mortgage applications for lender submission.

3. Lender & Stakeholder Coordination (Approval Process)
• Act as a liaison between clients, lenders, appraisers, insurers, and solicitors.
• Track application status and follow up with lenders for updates.
• Communicate progress and requirements clearly to clients, ensuring they remain informed throughout the process.
• Monitor conditions of approval and ensure timely collection of outstanding documents.

4. Closing Support (Funding Stage)
• Coordinate final documentation with solicitors, lenders, and clients.
• Confirm all conditions have been met and funding is scheduled.
• Ensure clients understand closing requirements, key dates, and financial obligations.
• Troubleshoot and escalate any last-minute issues to the broker promptly.

5. Post-Funding Client Care (Retention & Ongoing Relationship)
• Send thank-you packages or personalized notes to clients post-closing.
• Maintain a client follow-up schedule (anniversary calls, renewal reminders, referral requests).
• Keep CRM records updated with milestones and touchpoints.
• Assist in gathering client testimonials and online reviews.

6. Team & Office Support
• Provide administrative support to the broker and agents, including calendar management, travel booking, and meeting preparation.
• Ensure compliance with industry regulations and brokerage policies.
• Manage office supplies, technology systems, and vendor relationships.
• Support marketing initiatives (email campaigns, social media scheduling, database management).
• Lead and/or provide support for event planning.
• Track key performance indicators (KPIs) for leads, deals, and client satisfaction.

Skills & Qualifications
• Previous experience in mortgage, financial services, or real estate administration preferred.
• Strong understanding of the mortgage process and related documentation.
• Excellent verbal and written communication skills.
• Proficiency with CRM software, MS Office Suite, and document management platforms.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Attention to detail and accuracy in data entry and compliance.
• Professional, client-first demeanor with problem-solving abilities.

Key Attributes
• Customer service oriented with a positive, approachable attitude.
• Comfortable managing multiple stakeholders (clients, agents, lenders, lawyers).
• Proactive, self-motivated, and adaptable to a fast-paced environment.
• Discreet and trustworthy with handling confidential information.

Success in This Role Means
• Clients feel supported, informed, and valued throughout their mortgage journey.
• The broker and agents are enabled to focus on client relationships and business development.
• The office runs smoothly, with efficient workflows and consistent compliance.
• Strong client retention and referral growth through excellent service.