Mortgage Advisor

Job title:                                    Mortgage Adviser

Location:                                   Swindon

Term:                                         Permanent

Salary:                                        £30,000 - £35,000 per annum (£40,000 - £60,000 OTE)

Mortgage Advisor Overview:

Providing to customers a full advice and recommendation service in accordance with the company policy, regulatory and compliance requirements whilst maintaining excellent customer satisfaction.

To be undertaken in compliance at all times with laid down policies, procedures and delegated authorities and with relevant FCA Rules, and associated guidance:

• Using effective questioning skills to establish customer needs, recommend the suitable mortgage products and service to customers for whom they are suitable as part of a full advice and recommendation service delivered over the telephone and, when required, face-to-face. Be the customer’s primary contact throughout the mortgage application process up to the point of mortgage completion.
• Ensure that all advice is given on the basis of a full and detailed fact find which complies with both the Sales policy and its regulator’s requirements. Maintain accurate and relevant customer records.
• Present appropriate recommendations in a clear, concise and accurate manner, both verbally and in writing. Confirm all advice in writing to the customer within two business days. Undertake appropriate and timely oral and written disclosure. Comply with the sales policy requirements for the content and format of the information provided.
• Project a professional image to your customers and colleagues. Build strong customer relationships and provide an excellent customer experience, whilst adhering at all times to the company procedures and the FCA’s MCOB regulations and guidance.
• Work effectively with your colleagues within processing team and other departments to provide a high standard of customer service and to meet the company strategic goals.
• Maintain an excellent knowledge of the lending panel mortgage products, underwriting and affordability requirements. Maintain an up to date knowledge of all other products and services offered by the business.
• During fact find process gather sufficient information to establish the customer’s needs for general insurance and pure protection products and, where appropriate, effect prompt referrals in accordance to the sales policy.
• Proactively pre-empt issues with regards to customers and resolve problems arising.
• Act promptly and in an appropriate and courteous manner in response to any customer complaints in accordance with the complaints procedures; provide appropriate feedback to enable improvements to customer’s experience of the customer journey.
• Understand what Treating Customers Fairly (TCF) means in regard to the Client and embed this fully within your work.
• Actively participate in one-to-one review meetings, coaching and training as required by your line manager. Meet agreed performance goals.
• Achieve such qualifications as are required to undertake the role of a Mortgage Adviser in line with the timescales laid down by the business.
• Maintain your professional expertise through course attendance, reading of financial journals, and further training where relevant, in line with but not limited to CPD requirements laid down within the Training and Competence scheme.
• Ensure that your knowledge and use of the point of sale systems provided by third parties is accurate and appropriate; maintain and develop this knowledge.
• Develop required skills as per the (Mortgage Adviser) job description.
• Adhere to procedures established in the Procedure Manual and any other relevant manuals suggesting any amendments that would improve customer service and procedures
• (Deal with general tasks and special projects that are customer or mortgage advice related.
• Attendance functions to promote the business products and services, as necessary.
• Attend internal or external meetings as required.
• Carry out such duties that may reasonably be required to ensure the smooth running of the organisation, including acting as a Customer Representative as required.
• Undertake any other related tasks requested by the Head of Function.

PERSON SPECIFICATION
Job title: Mortgage Advisor (Trainee Mortgage Supervisor may be considered)