New Business Consultant - Marlow, sl71yl in Sherborne St John

We are looking for a New Business Consultant to join our growing team and play a key role in supporting brokers with any enquiries about policy and criteria.

Key Accountabilities

• Manage inbound call volumes within agreed service levels from intermediaries, solicitors, and applicants, providing a seamless quality service to all parties.
• Adhere to the service standards as set out in the Policy & Procedures Manual.
• Handle all communication from stakeholders in accordance with the Policy & Procedures Manual.
• Act fairly and reasonably in all dealings with intermediaries, solicitors, and valuers.
• Enhance existing relationships with Mortgage Intermediaries on inbound calls, looking for new business opportunities where appropriate.
• Build a close working relationship with the Field Sales team and Underwriters to enhance the process from both a service and quality perspective.
• Provide pre-application submission support to brokers using Kensington's online portal, in respect to both general technical assistance and review of declined/referred applications, to convert to quality submissions.
• Manage the receipt of mortgage application and administration fees.
• Be accountable for the quality of intermediary updates ensuring they are completed in line with agreed service levels and provide clear and accurate information at all times.
• Ensure all correspondence including references and valuations are in line with the application and the appropriate mortgage product.
• Action all correspondence in accordance with the Policy & Procedures Manual.
• Ensure that all complaints are handled and logged in line with the Complaints Handling Procedures referring to your Team Leader or Service Quality Department when necessary.
• Ensure responsibilities in acting to deliver good customer outcomes and treating customers fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company's internal policies.
• Ensure vulnerable customers are treated correctly in line with the Vulnerable Customers Policy, including correctly recording any vulnerabilities and processing data throughout the application journey.

Experience, Knowledge, Skills

• Regulatory Knowledge as applicable to role.
• Solid awareness of the mortgage market and Kensington's product range.
• Adhere to the policy & procedures keeping up to date with any amendments.
• Be aware and accountable for the mitigation of risk in the day-to-day performance of your role.
• Complaints are to be handled in accordance with the procedures.
• Ability to competently use all the systems relevant to the role.
• Ensure key business targets and performance indicators are achieved.
• Demonstrates knowledge of main competitors and their service levels/key products and criteria.
• Product Knowledge - Possesses a detailed knowledge of the product ranges, able to positively promote the key selling points of the individual products.
• Criteria Knowledge - Has a detailed knowledge of lending policy and underwriting processes and is able to apply this to new business enquiries.
• Commercial Awareness - Can display an informed knowledge of market conditions and regulation issues when holding conversations with internal and external customers.

Qualifications

• Experience of handling large volumes of incoming calls in a sales/operational environment.
• Experience in a processing of administration environment.
• Financial Services experience.
• Mortgage experience.

Why Join Us

At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development, and a healthy work-life balance. Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued, and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins, and sexual expression.