Personal Mortgage Specialist

Capita Resourcing Ltd
Birmingham, West Midlands, England
26 May 2017
24 Jun 2017
Contract Type
Full Time

We are a bank focused on driving market leading customer service we can be proud of. We do this by putting the customer at the heart of everything we do, serving the communities in which we operate with the level of professionalism and friendliness that they expect and deserve We are currently part of the RBS Group trading under the Royal Bank of Scotland brand in England and Wales and the NatWest brand in Scotland. Internally, we refer to ourselves as Future Williams & Glyn Team.

You will work with customers to understand their mortgage related needs, form deep and meaningful relationships and advise and inform customers on the products and services that could benefit them. This role will contribute to Branch Performance through acquiring, retaining and growing business. This role will be regulated to provide a full Advice & Recommendation service through the ongoing assessment of competence and the achievement of the full Certificate of Mortgage Advice and Practice. The FCA's Mortgage Conduct of Business rules apply to this role and therefore is subject to the Retail Bank T&C Scheme.

* Help the Branch grow quality revenue through the achievement of the financial related targets as included in the Performance and Development Plan

* Put customers and their interests at the heart of all you do ensuring quality , timeliness and an excellent customer experience
* Conduct structured Mortgage sales interviews at all levels of service (as stated under the Mortgage Code); identifying and understanding customer needs and priorities to ensure the provision of best advice and excellent service
* Refer customers to other key roles in Retail (particularly Customer Advisers) to ensure ongoing customer contact is maintained for their future financial needs and priorities
* Where complaints are received and/or errors found, ensure that these are promptly resolved, put right and learned from
* Deliver great customer service through achievement of targets as outlined in the Performance and Development Plan
* Seek feedback from customers at and following customer reviews and act on this
* Explain the features and benefits of other service channels, enrolling customers who are not registered during appointment
* Ensure a targeted customer contact strategy is in place with a clear focus on retention and new business acquisition; specifically asking for referrals from existing satisfied customers
* Support the implementation of Rainbow programme initiatives as appropriate for the benefit of our customers and team
* Understand what 'TCF' means to you, your team and your customers and by delivering fair outcomes for customers in every interaction with them

* Demonstrate evidence of strong partnership with Branch/Area Director Cluster/Regional teams whilst building excellent relationships with Branch teams and other relevant internal contacts to share/champion best practices with a view to maximising branch contribution
* Identify local training needs and potential solutions; taking and participating in DOFTS, huddles and team meetings and buddying
* Support Branch colleagues by giving regular feedback on referrals/appointments
* Manage own mortgage pipeline to ensure applications, together with associated protection cross sales progress to successful drawdown and completion
* Consistently meet/exceed minimum performance standards f or Mortgage interviews as specified in the bank's assessment documentation

Full CeMap or equivalent

What you'll get in return
* Upon joining the team you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
* Generous holiday allocation of 28 days plus 8 bank holidays (pro rata for hours worked)
* A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.