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JOB DESCRIPTIONJob Title Intermediary Mortgages Team ManagerName of Postholder: Date & Version ControlDATE: 10.10.2018VERSION: 1PRODUCED BY: John KellyReports to: Head of MarketingDirect Reports: BDMs (4) Job PurposeTo provide team leadership to the Intermediary mortgages team, including responsibility for people management and the day-to-day relationships with key networks and brokers. Ensuring that new registrations and existing relationships are developed to maximize the opportunity and also increase the number of applications received per broker. Providing exceptional service during all broker interactions, ensuring that the end to end process is efficient, standards are met at all touch points and information is provided in an effective and professional mannerDuties and Responsibilities Customer Focus Deliver a first class professional customer service ensuring that brokers are valued and that their interests are at the heart of your activity.Keep mortgage brokers informed of progress of their applications at key touch pointsProvide technical assistance and help to resolve queries from brokersPeople ManagementTo manage the Society’s Intermediary Business Development Managers to meet brokers needs for access to and advice on the Society’s mortgage products. Relationship ManagementEffectively manage and develop designated brokers effectively.Develop new and existing broker relations to increase the number of applications per mortgage brokerEffectively deliver key business messages to broker in relation to criteria, service and productsActively encourage brokers to consider the benefits of the services offered by Leek UnitedProactively and reactively make inbound and outbound calls as required to achieve new business volumesTo manage the Society’s relationships with external mortgage intermediaries – including mortgage clubs and networks – to generate the targeted levels of mortgage sales for the Society To specify the ongoing development of the Society’s intermediary systems – including the broker online system – to improve the quality and ease of use of these systems for the brokersObjectivesAchieve individual and team, service and sales objectives by actively contributing to the achievement of the Society’s overall objectives.Identify new, Level 2 & 3 brokers that have potential to become a Level 1 broker and refer to a National or Regional BDMRegulatory and Compliance KnowledgeMaintain own industry knowledge , understanding of regulatory rules and customer propositionsProduction of Management InformationProduce and develop MI when required to Head of Mortgage Sales and Operations DirectorMaintain accurate records of all interaction with brokers and record on Access databaseAd-Hoc DutiesAct as an ambassador for the Society at external events eg. Mortgage exhibitions, network events.Manage the online system on an on-going basisWork alongside the Head of Marketing to co-ordinate marketing activityGeneral ObligationsConduct RulesAll employees are expected to act in accordance with the PRA and FCA Conduct Rules:You must act with integrityYou must act with due skill, care and diligenceYou must be open and co-operative with the FCA, the PRA and other regulatorsYou must pay due regard to the interests of customers and treat them fairlyYou must observe proper standards of market conductFinancial CrimeAll employees are expected to:Be aware of their personal legal obligations and the legal obligations of the Society in relation to Financial CrimeBe aware of the Society’s Anti-Money Laundering systems and controls and follow the Society’s proceduresBe alert for anything suspicious in respect of money laundering or fraud and report any suspicions in line with internal proceduresDo not discuss any suspicions with anyone outside of the Society and do not ‘tip off’ a customer or prejudice an investigationPerson SpecificationQualifications & Knowledge Fully CeMAP qualified or by equivalent examination or be willing to study towards thisKnowledge of FCA and PRA regulation, including MCOBS, Conduct Risk.Knowledge of Anti-money Laundering regulations, Data Protection Act, Disability Discrimination Act, Equal Opportunities’ PolicyKnowledge of the wider broker market, including networks and mortgage clubsKnowledge of the Society’s and industry broker systems, including sourcing systemsKnowledge of the Society’s complaints procedure, Responsible Lending Policy.Knowledge of the wider mortgage market, including the House buying processExperienceExperience of effective relationship management within the intermediary mortgage marketExperience of management of staff including ongoing performance management.Experience of complying with defined rules, procedures and regulation and adhering to these.Experience of delivering results whilst maintaining regulatory/compliance requirementsSkills Provides a quality, professional and compliant serviceThe ability to builds long term relationships externally and internallyThe ability to deliver results whilst meeting regulatory/compliance requirementsOrganisational and time management skillsThe ability to work effectively as part of a team and independently using own initiativeExcellent written and oral communication skills to covert queries to long lasting relationsExcellent interpersonal skills to clearly explain products and processes to brokersOther RequirementsAbility to drive as travel to mortgage brokers may be requiredAble to work occasional evenings and weekends to attend external mortgage eventsAbility to contribute to the teams ideas to consistently improve the broker experienceTact and diplomacy is required to deal with brokers in certain circumstancesAssessment required to whether ‘borderline’ cases are worth further referral to relevant personnel ................
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