Leek Building Society

**Location**:Hybrid working with 1 day per week in our Head Office (Leek, Staffordshire) and the remaining time remotely.

**Employment type**:**Full-time, permanent position.

**Salary**:Up to £36,259, depending on experience

**Working hours**:35 hours per week, worked flexibly.

**Reports to**:Mortgage Advice and Retentions Manager

**Direct Reports**:None

**The Organisation**

Leek Building Society is an award winning, highly admired, local building society that is owned and trusted by its members.

Were a great place to work, with an exceptional culture, but dont just take our word for it. We ranked in the **top 10 of UK employers, and the top 100 of global employers in the Inspiring Workplaces Awards 2024**, and were on a mission to become even stronger.

Were also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.

Youll be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do.

**Job Purpose & Scope**

To provide professional, expert advice on appropriate and suitable Regulated Mortgage Contracts (RMC) to new and existing customers. Also providing a non-advised level of service to Buy to Let mortgage customers, as appropriate. Building relationships with customers which will enable their expectations to be exceeded throughout the mortgage process to ensure greater customer retention and deeper customer relationships.

**Duties and Key Responsibilities**_**Customer Focus**
- Deliver a first-class professional customer service ensuring that customers feel valued and that their interests are at the heart of your activity, providing the best customer outcome in every case.
- To interview existing and new mortgage customers both face to face, over the telephone or via video call.
- Providing appropriate and suitable advice on a range of regulated mortgage contracts including purchase, re-mortgage, further borrowing and mortgage variations.
- Accurately produce and send out relevant documentation that fully supports the mortgage advice that has been provided to all customers.
- Ensure that all customers reaching the end of their current mortgage product are chased and managed appropriately within relevant timescales.
- To identify and refer appropriate customers to Wren Sterling for protection advice and Uinsure for Buildings and Contents insurance.

**Diary management**
- Effectively manage your diary so that all customers are seen as quickly as possible and maximise time available to provide regulated mortgage advice..

**Training and Competency Programme**
- Undertake all aspects of the Mortgage Training and Development programme to achieve and maintain personal competence in all areas you are authorised to advise in.

**Ad-Hoc Duties**
- Pre-qualifying mortgage appointments when business levels dictate and/or when pre-booked mortgage appointments do not progress as expected.
- Contribute to relevant projects as and when required.
- Assist with mortgage broker queries when business levels dictate.

To carry out any other duties as may reasonably be required

**Person Specification**

**Qualifications & Knowledge**

Essential
- Fully CeMap qualified (or qualified by an appropriate examination to the level of QMA)
- Proficient in Microsoft Word, Excel and PowerPoint.

Desirable
- Mortgage Sales experience of 2 years
Knowledge of the Societys Responsible Lending Policy, and Mortgage Retention Process
- **Experience**
- Complying with defined rules, procedures and regulation and adhering to these.
- Delivering results whilst maintaining regulatory/compliance requirements
Providing suitable advice in a regulated environment

**Skills & Abilities**
- Provide a quality, professional and compliant service.
- Deliver results whilst meeting regulatory/compliance requirements.
- First class organisational and time management skills
- Work effectively as part of a team and independently using own initiative.
- Accurate and professional verbal and written communication
- Effective at building relationships and proven record of repeat business
- Ability to work accurately and efficiently in a fast-paced environment

**Other Requirements**
- Able to work between 8am to 7pm Monday to Fridays and from 9am to 4pm on a Saturday, worked to a rota.
- Able to work from the Societys Customer Support Centre in Leek, Staffordshire for a minimum of 1 day per week. The remainder of the week will either be working from home or at a Society branch location.
- The ability to travel to different branch locations as the role holder will be required to carry out face to face mortgage appointments at any Society location 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, paying due regard to any vulnera