Knowledge

K1: A broad awareness of the structure of the Financial Services industry and an in-depth knowledge of the structure of their own company; the purpose of the role in which they work and how this interacts with key roles associated with the mortgage advice process e.g. Customer Advisers, Underwriters, Product Providers and Compliance. Back to Duty

K2: Understands the Financial Services legal and regulatory framework, corporate risk/governance frameworks and can identify how the relevant parts of these frameworks apply to their role. This will include what constitutes appropriate market, business and personal conduct. Back to Duty

K3: Understands the purpose and technical content of the products advised (licensed) by the role, including the customer need that is met by the product, including the cost/benefit to the customer Back to Duty

K4: Understands the systems and tools required to process a mortgage, and to successfully deliver the role outcomes. Has awareness of how these fit within the wider company & industry. Demonstrates an understanding of colleague's associated roles and how these interact, in order to fulfil a fully compliant mortgage advice process. Back to Duty

K5: Knows the principles/tools of excellent customer service and company standards required in the role in order to fulfil customer needs. Back to Duty

K6: Has an awareness of the wider mortgage sector, its customers, competitors and suppliers and the need for efficient and cost effective practices for the company to be successful. Understands the local market in which they operate, how to keep up to date with industry developments and the need to build a network of professional contacts to support the development of their business. Back to Duty

Skills

S1: The ability to elicit customer's needs through effective fact finding and questioning techniques and provides solutions thorough research and analysis. Can plan and prioritise workloads and deliver all required outputs to customers and colleagues; achieving all internal standards (e.g. service standards, accuracy, attention to detail, meeting required risk, regulatory and governance requirements). Back to Duty

S2: Has high quality written and verbal communication skills and is able to handle a range of situations and issues that arise. Has the ability to communicate effectively with customers, colleagues, professional contacts and third party product providers. Back to Duty

S3: An understanding of regulatory requirements by working compliantly, including data protection and treating customers fairly. Identify specific threats to the business and act appropriately in line with regulation and governance. E.g. ensuring that confidential information is only shared with the relevant people. Back to Duty

S4: The ability to identify, generate and develop relationships that support the role. E.g. professional contacts, new business opportunities through internal/external networking and customer referrals. Back to Duty

S5: Adheres to all relevant processes and procedures using technical ability and proficient IT skills to deliver positive outcomes for customers and the business, within the risk, regulatory and governance requirements. Back to Duty

Behaviours

B1: Displays honesty & integrity in actions and approach to work and clients, demonstrating the principle of utmost good faith. E.g. acts honestly when dealing with customer queries, ensuring they are treated fairly whilst upholding brand values. Back to Duty

B2: Has a willingness to accept changing priorities and work patterns when new jobs need to be done, or customer circumstances or requirements change. Back to Duty

B3: Meets personal commitments and expectations. E.g. completing work, personal development and time keeping. Achieves Key Performance Indicators and company deliverables whilst delivering compliant customer outcomes. Tenacious in finding the best solutions. Back to Duty

B4: The ability to go beyond the obvious, if the desired outcome is more challenging. Remains positive in challenging situations, seeking alternative ways to achieve the desired outcome for the customer. Back to Duty

B5: Consistently supports colleagues & collaborates to achieve results. Aware of their role within the team & their impact on others. Back to Duty