Job Description

Measures of Success

• Assist the team and territory in order to meet and exceed targets
• KPI’s set each month around phone time and CRM activity
• Adherence to procedure manuals and policies
• Adhere to SLA’s in order to provide the best service to the customer
• Harness the power of technology to streamline processes

Key Accountabilities

• Working collaboratively with the field-based representative to achieve a monthly target
• Speaking to introducers and handling new business enquiries
• Liaising with our underwriters to ensure the enquiries can be generated as agreements in principle.
• To ensure all communications and activity is updated in CRM
• Inputting applications into our internal system for the AIP to be generated
• Turning the new enquiry around in a speedy and accurate manner
• Contacting potential new brokers for introductory business
• To help support the field sales team with diary management
• Guiding the intermediaries through the process required for the application to arrive
• To support the outstanding chase list for application submission
• You will have joint be responsibility for creating, managing and developing relationships with intermediaries
• You must demonstrate tenacity and drive to succeed as this role requires the ability to open opportunities as well as manage relationships over the medium term
• Complying with West One Loans, TCF and Responsible Lending policies
• Liaising with internal departments and external parties
• Attending inter-departmental meetings

Skills & Competencies

• Good communication skills essential for dealing with brokers, borrowers and lenders
• Proactive
• Organised
• Problem solving
• Approachable
• Be able to work under pressure

Knowledge & Qualifications

• Experience of mortgage lending / underwriting
• CeMap qualified would be advantageous but is not essential
• FCA Regulation

Personal Attributes

• flexible
• highly numerate
• articulate
• approachable
• diligent
• calm and self-assured
• exceptionally well organised
• robust and comfortable working to deadline and under pressure
• accurate with a keen attention to detail
• Team Player

How these will be demonstrated in the role

Teamwork

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.

Accountability

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.

Integrity

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.