• Complete Fact Finding calls with customers, documenting information with high levels of accuracy
• Utilise effective probing skills whilst fact finding and then conduct research based on customer requirements and needs
• Use excellent communication skills to ensure fair customer outcomes and compliance with industry standards
• Obtain appropriate documentation and supporting evidence in readiness for Adviser review to allow a compliant recommendation to be made
• Communicate with customers and necessary 3rd parties to ensure cases progress within appropriate timeframes
• Proactively communicate with customers and ensure they are appropriately informed during every step of the their Lifetime mortgage process, including post completion
• Manage a personal caseload with proactive task management to ensure cases progress in line with service level agreements

About you

• Able to meet deadlines, multitask and manage completing priorities during a working day
• Willingly identifies opportunities to improve internal processes, suggest and lead on change which improves customer experience or business efficiency
• Demonstrate effective customer communication skills, verbally and in writing
• Builds trusted relationships with customers and advisers.
• Manage on-going customer relationships, making sure our customers have a great experience with us
• Comfortable liaising with internal and external departments to gather inputs or escalate complex issues
• Highly organised and process driven to deliver good customer outcomes in line with company policies and regulatory requirements
• Confident to support customers through digital journeys and ensure all information is captured accurately and on time
• Questions customers to gather accurate information, identify their needs, and triage enquiries appropriately
• Competent in gathering information to understand customers’ circumstances and financial needs, listening carefully, identifying key requirements, and presenting the details clearly for an adviser.
• Able to display regulatory awareness of Mortgages and Later Life Lending
• Keep your financial knowledge up to date and continue developing it to enhance the service you provide, completing the required annual CPD.
• Demonstrates understanding of key risks and controls in your business area
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