Resource Augmentation: Offshore Case Management

What was holding the brokerage back

A fast-growing brokerage was hitting a ceiling. Case volumes were increasing but hiring additional UK-based case managers was eroding margins. Brokers were being pulled into admin tasks, reducing time available for client-facing work.

• Rising operational costs eating into per-case profitability
• Brokers spending 40% of their time on admin rather than advising
• Difficulty recruiting experienced case managers in a competitive UK market
• Seasonal volume spikes requiring capacity that wasn't justified year-round

How Right Leap helped

Right Leap embedded a team of trained offshore case managers into the brokerage's operations. These professionals were trained on UK mortgage processes, the firm's CRM, and their specific compliance requirements — working as a seamless extension of the in-house team.

• Dedicated offshore case managers trained in UK mortgage processes end-to-end
• Full integration with the brokerage's CRM, email, and document systems
• UK-time-aligned working hours with overlap for handovers
• Quality framework with regular audits and feedback loops
• Flexible scaling — add or reduce headcount based on pipeline demand

Measurable outcomes

The brokerage significantly reduced its cost per case while simultaneously increasing throughput and broker satisfaction.