Mortgage Sales Support Administrator

at  Leek Building Society

Location: Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.
Employment type: Full-time, permanent position.
Salary: £23,927 - £26,098 Dependent on Experience and CeMAP qualification
Working hours: 35 hours per week
Reports to: Mortgage Training & Competence Manager

QUALIFICATIONS & KNOWLEDGE

Essential

• Knowledge of all parts of the Microsoft Office suite.

Desirable

• CeMAP qualification or equivalent is desirable.

EXPERIENCE

• Understanding of the house-buying process and mortgages.
• Complying with defined rules, procedures and regulation and adhering to these
• Delivering results whilst maintaining regulatory/compliance requirements

SKILLS & ABILITIES

• Provides a quality, professional and compliant service.
• The ability to deliver results whilst meeting regulatory/compliance requirements.
• Organisational and time management skills
• The ability to work effectively as part of a team and independently using own initiative.
• Accurate and professional in communication, written and verbal at all levels.
• Excellent interpersonal skills
• Good all round IT skills, including being proficient in the use of Word and Excel
• Good attention and eye for detail to ensure mailings are issued accurately and compliantly.
• Ability to build effective relationships with customers and colleagues across the business

OTHER REQUIREMENTS

• Able to work evenings and weekends when required.
• Ability to contribute to the teams ideas to consistently improve the customer experience.
• Tact and diplomacy are required to deal with customers in certain circumstances.
• Assessment required as to whether borderline cases are worth further referral to relevant personnel.

JOB PURPOSE & SCOPE

To ensure that all enquiries to the Society in relation to direct mortgage business are prequalified in line with the Societys Retail Credit Risk Policy, resulting in good quality mortgage appointments for Qualified Mortgage Advisers (QMAs). The effective management of QMAs diaries to ensure that all available mortgage timeslots are utilised to their full potential. Management of the Societys mortgage retention process to ensure that existing customers are contacted in line with policy and customer retention level objectives are achieved. Provide administrative support to the Direct Sales Team Manager and QMAs including monitoring completions and sending welcome letters on behalf of QMAs.
Provide administrative and telephone support to other teams falling within the remit of the Director of Lending, e.g. Products and the Intermediary Mortgage Team.
There is the potential for this role to include working towards achieving the status of a Qualified Mortgage Adviser, as and when a suitable position becomes available, should the role-holder demonstrate the required level of skills, knowledge, and aptitude. This would require the role-holder to hold or be willing to work towards achieving the CeMap qualification within a specified timeframe.

DUTIES AND KEY RESPONSIBILITIES

Main areas of work

• Customer Focus
• Deliver a first-class professional customer service ensuring that customers and brokers are valued and that their interests are at the heart of your activity.
• Communicate with customers what information will be required for a full mortgage interview or Decision in Principle.
• Using your effective communication/questioning skills to ensure you obtain all the required information to assess eligibility for a Leek Mortgage, ensuring full compliance with our Retail Credit Risk Policy and referring to Senior Underwriters where appropriate.
• Produce and send out relevant documentation to customers for mortgage retention purposes.
• Chase-up mortgage retention customers to maximise mortgage retentions.
• Produce and send out relevant documentation to customers who are on our Standard Variable Rate/closed mortgage products.
• Ability to highlight any potential customer vulnerabilities and take relevant action to provide support where necessary.
• QMA diary management
• Effectively pre-qualify all direct mortgage enquiries and arrange quality mortgage appointments for the team of QMAs. Mortgage enquiries include telephone, face to face, social media, email.
• Re-confirm pre-booked mortgage appointments.
• System Management
• Input enquiries into the relevant systems to enable tracking and handover to QMAs.
• Update all mortgage enquiries received on the SharePoint database and the outcome of the prequalification process.
• Production of Management Information
• Produce and develop MI when required to Mortgage Sales Manager and Director of Lending.
• Produce and develop MI in readiness for monthly QMA meeting.
• Ad-Hoc Duties
• Assist with setting up QMA/Team meetings, taking minutes and keeping records of outstanding actions.
• Provide administrative support to QMAs, Direct Mortgage Sales Manager and Mortgage Training & Competence Manager as required.
• Provide administrative and telephone support to other teams within the Director of Lendings remit.

To carry out any other duties as may reasonably be required