Jackie: Tell me a bit about your role as a Mortgage Adviser at Choice Mortgage Solutions and the type of customers you work with?
Graham: My customers come from everywhere. From your everyday customer who walks in an Estate Agent wanting to buy their first home, to referrals from existing clients for their friends and family, and customers in vulnerable situations. It’s about giving the right advice to different people so I look at different types of applications like people moving home, re-mortgages, Buy to Let purchases, and transferring an existing rate to a new deal with the same lender.
It’s confidence for the customer – they know who they can come back to and they trust me. A big part of my work is customer recommendations and it’s lovely to hear when someone thinks you’ve done a good job. I try to give 110% every time.
It’s important that if someone rings, you ring them back. If I have a missed call, I get in touch with the customer within 24 hours. They’re not ringing you to see how you are; they’re ringing you because they want your help.
Jackie: And what does a typical week look like?
Graham: I have about 10/12 appointments in the diary, this will be a mix between over the phone and face to face. When I’m with a customer I spend around 45 minutes on the 1st appointment gauging how I can help, normally the most popular questions are:
- How much can I borrow,
- What will that cost me per month
- What property price can I look up to and what is the process and best next steps
I also spend a lot of time on the phone answering any questions.
Matched with this it’s my responsibility to make sure peoples moves progress so this will involve me speaking to solicitors and estate agents weekly to make sure things are progressing and keeping my clients informed of what’s happening and next steps.
Jackie: I know when I was buying my house, sometimes I would text my Mortgage Adviser if I had a quick question – is this something you do?
Graham: Texting can play a big part, I have a young family myself and appreciate jobs are normally 9-5pm so I’ve had messages at 6:10am and replied to emails & messages where possible late into the evening, I see this personally as an important part of the job, I love taking my daughter to the school bus (with the odd tantrum days excluded) and love that my job is flexible to work round my family time, I try then to make sure I am available for people when they are free.
Jackie: Any advice for people wanting start a career as a Mortgage Adviser?
Graham: It’s such a rewarding role, but it can be challenging. You spend a lot of time with people and you have to check a lot of information. It’s important that you can hold a conversation, as you need to really engage your customer.
And it’s not just about helping the customer, you have to protect the mortgage lenders as well. You check information before you progress an application, manage your pipeline, screen your incoming calls and make sure your customers are contacted.
It’s rewarding as you’re making such an impact on someone’s life – you just must put in the time and commitment. Plus, you’re building yourself a great career.
We just wanted to say that we could not be more thankful for all your help and patience over the last few months. There is no way we could have made it through the house buying process without all your hard work, advice and sometimes counselling! Thanks to you we have our beautiful first home!
SJ & Daniel, Eastleigh