Mortgage Advisor
Job Purpose
To know and serve your customers really well so you can continually help them make money and save money, providing specialist mortgage advice and meeting all of their personal financial needs.
Key Accountabilities
1. Knowing your customer
Approach and engage customers in the banking hall, at the sales desks, in interviews and via the phone
Build positive relationships with new and existing customers, personalising every engagement
Make the most of available tools and systems in the branch to understand and continually update customers’ financial details
Know and prepare for future appointments, gathering appropriate information from colleagues generating referrals
Provide feedback to colleagues on progress with referrals and follow up own referrals by asking for feedback
2. Serving your customer well
Deliver a professional and credible service and keep your knowledge of products and services up to date at all times
Ensure the professional appearance and presentation of the branch
Take ownership for resolving customer enquiries and complaints, working with colleagues in other channels business areas to provide a seamless experience
Take ownership for tracking post sales administration, providing support to CSAs where they are completing this on your behalf and keeping your customers informed
Contribute ideas and work with your colleagues to continually improve the customer experience
3. Identifying customers’ needs
Ask questions, gather information and listen so you can understand customer needs and identify needs they may not realise they have
Trigger customer curiosity by pointing out how our products can make and/ or save them money
Help customers understand our products and services, providing information on all products
Look for opportunities to attract new customers retain and grow our relationship with existing customers and refer customers to the right sales colleague in the appropriate branch and/ or channel to meet their advised investment needs
Work with the SCM and your colleagues, providing coaching and hands on support in the banking hall to ensure you are fully productive with on demand and planned appointments
4. Making Sales
Agree sales targets with your BM and always know how you are performing against these
Carry out customer interviews by appointment and on demand and make sales in relation to all product areas except advised investments
Close sales that meet the most important needs for the customer at a given time whilst gaining their commitment to on going reviews
Ask for customer’s business where you can make or save them money by extending their product holdings
Share information with sales colleagues on what other banks in the town are offering and contribute ideas based on own sales success and learning
Work with branch team to develop and run local campaigns to improve business performance and/ or make change happen.
Track pipeline business and accurately report sales performance and forecast activity
5. Working within quality and control procedures
Comply with the requirements of the Santander’s Sales Training Competence Scheme
Comply with the company’s quality standards including sales and credit quality policy and procedure
Complete sales administration required procedures and timescales at all times
Comply with company and branch procedures relating to financial, physical and back office controls
Follow company complaints procedures
Act as secondary key holder when required to do so by the SCM Other Key Requirements of the Role
Knowledge, Skills Experience Required
Detailed product and sales process knowledge relating to advised and non advised sales in all product areas except advised investments
Detailed understanding of sales and credit quality policy procedures – and branch controls relating to physical security and back office processes
Good general knowledge of the personal financial services industry and competitor activities
Basic understanding of advised investment products offered by Santander both in branch – and through other sales channels – in order to make effective referrals to the right sales colleague
Strong inter-personal and sales skills with customers, able and keen to generate natural conversations, ask engaging questions and listen well
Confident and skilled in triggering customer curiosity by pointing out where they can make or save money – and in asking for the business i.e. a referral to a sales colleague
Efficient and accurate in following sales processes and completing related administration
Professional and credible – able to keep up to date and recall a range of information quickly e.g. changing product features or procedures – and recognise the right situations in which to apply the right information
Highly focused to succeed / exceed expectations
Experience of working in a sales environment with a proven track record of identifying and fulfilling sales opportunities Working successfully to deliver against objectives and performance measures / targets
Experience of working in an environment where adherence to procedures is essential
Experience of working in a busy, customer driven environment
Experience of working to and successful achievement of objectives and/ or performance measures / targets
Working effectively in a team
Qualifications Required
Full CeMAP (1, 2 and 3) qualification – must be fully qualified
Must fulfil all obligations under the Santander’s Sales Training Competence scheme
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