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Broker Support - WOSL

Working within the second charge division, the overall responsibility of the role is to provide relationship management and support to our second charge master broker panel who are looking to submit second charge referrals varying in complexity.

Job Description

Key Accountabilities

  • Office based role providing assistance to our second charge brokers to maximise new business opportunities.
  • Developing excellent working relationships with our broker partners and internal working relations with our broker support, underwriting and sales team.
  • Answering incoming calls/emails from broker partners regarding potential and existing loan referrals or system queries
  • Able to assess complex referrals from broker partners looking for early decisions on potential cases liaising with our underwriting management team to deliver a high standard of service.
  • Assessment of income referrals to ensure cases meet our affordability rules at an early stage in the process
  • Gain an in-depth understanding of lending policy, criteria and products
  • Gain an in-depth understanding of our broker portal and Fusion system to be able to resolve queries relating to our second charge broker portal
  • Participate in the delivery of training to new and existing brokers in conjunction with the sales team where required
  • Manage incoming enquiries generated via our website from mortgage intermediaries and the general public.
  • Take responsibility for managing Feefo reviews and responses on behalf of the second charge division
  • Undertake additional duties including system development and testing where appropriate
  • Following up on documentation sent with our introducers
  • Updating data on spreadsheets and producing reports
  • Managing system data and ensuring this is kept up to date

Skills & Competencies

  • Pass internal competency tests post induction
  • Ability to multi-task to ensure SLA’s are met
  • Adaptable to the needs of the business

Knowledge & Qualifications

  • Experience of working in the second charge market would be highly desirable
  • A background of successful relationship building or sales management
  • PC Literate with a good knowledge of Outlook, Word, Excel and PowerPoint

Personal Attributes

  • Proactive team player - ability to work on own initiative; solo and as part of a team
  • Self-motivated and enthusiastic with the drive to succeed and deliver results
  • Strong communication both written and verbal

How these will be demonstrated in the role


Demonstrating: ability to work in a team and being committed to achieving a common goal; ability to work not only within one’s own department but across functions and the organisation in order to achieve goals; ability to persuade and influence others.


Demonstrating: a desire and drive for success; a determination to not only meet but exceed customer expectations and goals. Assuming full responsibility for the consequences of one’s behaviour or decisions. Completing work on time and within budget. Producing high quality work, with an attention to detail and accuracy, and in a compliant manner. Understanding one’s responsibilities, taking ownership of them and doing what is necessary to make them happen.

Customer focus

Focusing on the needs of individual customers and ensuring that we build our business around the customer. Using our experience and market knowledge to capitalise on opportunities and challenges; demonstrating a ‘will to win’ in the market through effectively managing risk. Developing solutions that enhance the organisation’s products, services and processes for the benefit of individual customers.


Demonstrating: moral judgement and character, honesty and leadership values; an understanding of right from wrong and puts into practice. Treating others, the way one would like to be treated, and demonstrates respect; confidentiality in the workplace.

Creativity/ Agility

Demonstrating: the ability to be creative, flexible, adaptable to change, highly responsive to business needs and acting decisively; ability and confidence to make timely decisions within the scope of responsibility. Able to modify one’s behaviour to achieve a goal, as well as being able to adapt and add value through change.

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