Job Description
Key Accountabilities
New Enquiries
- Ensure all details are fully completed on CRM immediately once new enquiry received.
- Carry out fact find with direct customers where the loan is for a regulated mortgage contract, and we will be providing advice if qualified.
- Complete sourcing for all new enquiries.
- Initial enquiries follow up with call to broker/client.
- Check over terms completed by admin and send out with necessary compliance documentation to client/broker, Where the loan is regulated, a recommendation calls to be carried out.
System
- Keeping notes up to date on all cases.
- Ensure that folders are kept tidy, both paper and on the system.
Introducer due diligence
- Advising compliance of any new brokers so they can request documents.
Documentation
- Review AIP’s and Offers received – checking all financial details and requirements.
- Reviewing documents received and application packs.
- Reviewing valuations when received and submit to lender.
Updates
- Check case and completion updates for correct content and send to client/broker.
- Manage updates from all parties and inform those who require them.
Other
- Keeping lender criteria spreadsheet/lender product guides/forms up to date in files.
- Ensuring introducers relationships are maintained and establishing new relationships.
- Maintaining a high level of service for all introducers & their clients.
- Offering best advice to all clients for their borrowing needs.
- Maintaining compliant files.
- Answering calls and taking new enquiries from brokers adhering to the Company's SLA's.
- Reviewing new applications and forming a fully packaged file through liaising with both introducer and clients.
- Processing pipeline business.
- Maintaining back-office system and ensuring this is used correctly in line with Company process.
- Liaising with solicitors, lenders, and brokers on completions.
- To ensure CPD is maintained to an appropriate level.
Skills & Competencies
- Clear, Eloquent and Upbeat telephone manner.
- Understanding the source of an introduction and when certain types of business (i.e. direct regulated clients) should be passed to appropriate members of staff.
- Understanding which regulation applies to which type of application and ensuring the advising broker has the necessary permissions to introduce business of this type.
- Lender and product knowledge.
- General office skill set.
- Ability to manage own diary, manage deadlines and meet targets set.
Knowledge & Qualifications
- GCSE Maths and English essential.
- CeMAP required for handling regulated mortgage contracts; but not essential if focus on unregulated products and you have 2 years minimum industry experience.
Personal Attributes
- Honesty
- Open communication with managers & colleagues.
- Not covering up mistakes, big or small but approaching your manager for help where a mistake has been self-identified.
- Self-motivation
- Willing to do more than is required from them. If there is a lull in enquiries and applications received in, contact brokers that have not used us recently to bring in more business. Use this time wisely.
- If you notice a change that could be made within the business or an opportunity that we could take on, present it to management, this is always encouraged.
- Be enthusiastic and willing to go above and beyond in all tasks big and small
- Be polite & courteous with colleagues and visitors
- For example, be mindful if people are waiting in the office to see someone – do not shout across the office to others and discuss other applications too loudly.
- Greet visitors and seat them in the waiting area – ensure their needs are met.
- Be willing to embrace change
- This may be an internal change for the overall good of the business – such as changes to systems, adviser/support partnerships etc.
- External changes must also be embraced, for example changes in regulation or lender processes.
- Thinking outside the box
- If an enquiry is presented to you one way, are there other ways of looking at it, must consider the best option for the client.
- If an application is declined, what can we do to move the application forward, do we need to negotiate with the lender, is there another lender that we can approach or can we re-structure the deal and proceed with an alternative type of finance.
- Ambition & eagerness to learn
- Must have the drive to want to succeed and progress within their career.
- Detail orientated – attention to detail is crucial when underwriting applications
- Team orientated – being able to work well with others and not being solely focused on own job tasks but trying to assist others, this includes helping with the training of new administrators within the business
- Effective communicator
- Be confident when speaking to people and do not be afraid to ask for help.
- Avoid overusing email both internally and externally.
- Disciplined, punctual & focused
- Arrive to work on time and be ready to work at the contracted hours, do not get too regularly distracted with conversations that are not related to work.
- Works well under pressure
- Manage people’s expectations when busy.
- Organisation is key, make lists and ensure that people hear from you regularly when delays are likely.
- Don’t avoid taking calls when being chased and do not hide behind an email when a phone call is the correct course of action.
- Upbeat with a positive attitude
- Willing to take on work whether it is part of their ongoing development or more basic tasks within the company.
- Getting involved in team discussions.
- Not discussing issues with colleagues unless it directly involves them. Talking to your manager first where appropriate.
- Not complaining about colleagues or building up personal issues which become evident in work.
Company Values - CREDIT
C
Customer - Customers are our primary focus
R
Results - Results matter, create value every day
E
Energy is contagious, Share it!
D
Developing our people makes us different
I
Invent the solution - be proactive
T
Teamwork - Together we can build the business