Senior MSO Support Analyst (5m FTC)

📍Cardiff | 🏢Hybrid | ⏰35 hours per week | 💷 Grade 10

Are you passionate about solving complex problems and helping others get the most from technology? As our Senior MSO Support Analyst, you’ll provide specialist expertise across Lending Customer Services, resolving system, process and case-related challenges while building confidence and capability among colleagues. You’ll also play an important role in improving processes, supporting change and creating smoother, more efficient experiences for colleagues, customers and brokers—all while ensuring MSO remains effective, compliant and aligned with our lending risk appetite and regulatory requirements.

What you’ll be doing:

• Providing specialist MSO expertise and support across Mortgage New Business, Completions and Customer Services teams.
• Investigating and resolving complex mortgage application, workflow and system-related issues.
• Managing and supporting the resolution of system defects and incidents through internal and external partners.
• Sharing knowledge, best practice and effective workarounds to improve consistency and operational performance.
• Coaching and supporting colleagues to build confidence, capability and understanding of MSO systems and processes.
• Maintaining process documentation, guidance materials and knowledge resources to ensure they remain accurate and accessible.
• Identifying opportunities to improve processes, enhance service quality and increase operational efficiency.
• Supporting testing, impact assessments and the implementation of system enhancements and configuration changes.
• Helping assess and embed changes resulting from lending policy updates and regulatory requirements.
• Working collaboratively with operational, technology, sales and supplier teams to deliver effective solutions.

What we’re looking for:

• Strong experience within mortgage underwriting, mortgage operations or a related lending environment.
• Experience of using MSO or a similar mortgage origination or workflow management system.
• The ability to investigate complex issues, identify root causes and implement practical solutions.
• A solid understanding of mortgage products, services, lending processes and operational controls.
• Excellent communication skills with the ability to explain technical concepts clearly and confidently.
• Strong stakeholder management skills and the ability to build effective working relationships at all levels.
• A collaborative and supportive approach, with a passion for helping others learn and develop.
• A continuous improvement mindset and an enthusiasm for driving positive change.
• Strong attention to detail and the ability to work within policy, regulatory and compliance requirements.

Interview Process

• This advert closes on 30/09/2026
• You’ll hear from us by 01/10/2026
• Interviews will follow shortly after

‘the above dates are a guideline and are subject to change’.

We reserve the right to close this vacancy early should we receive a high volume of applications

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk