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Apprenticeship

Mortgage adviser (level 3)

There are 15 training providers who offer this course. Check if a training provider can deliver this training in the learner's work location.

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Information about Mortgage adviser (level 3)

Giving clients advice on appropriate mortgages and related protection products such as life insurance or sickness and unemployment insurance.

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • The key regulatory frameworks governing the mortgage market, for example, the Financial Conduct Authority (FCA) handbook, Mortgage Conduct of Business (MCOB) rules, Consumer Credit Act, anti-money laundering (AML) legislation, the principles of Consumer Duty, and the role and powers of the Financial Ombudsman Service (FOS).
  • The structure and dynamics of the mortgage market, for example, different types of lenders, external factors influencing the mortgage market, the roles of independent and employed advisers and the role of intermediaries and other professional services within the mortgage process.
  • The types of mortgage products and services available within own organisation, awareness of key competitor propositions, and an understanding of market trends.
  • The principles of excellent customer service in a regulated financial services environment.
  • How to determine customers in vulnerable circumstances, and the policies and procedures for supporting and signposting vulnerable customers.
  • How to accurately record, update, and maintain customer information throughout the mortgage journey, and the importance of data accuracy, integrity, and confidentiality in line with data protection regulations.
  • The procedures for processing mortgage applications, product transfers, and other mortgage related transactions.
  • How to mitigate risk against financial crime, adhering to compliance frameworks, and the procedures for identifying and escalating potential risk or suspicious activity.
  • How to follow regulatory frameworks and their importance, and the principles to ensure good customer outcomes, such as suitable advice processes, client disclosure, declaring conflicts of interest, and affordability calculations.
  • Digital systems and tools used in the mortgage industry, for example, mortgage sourcing systems, customer relationship management (CRM) systems, online application portals, artificial intelligence (AI) tools and how to effectively use these tools to enhance efficiency and customer experience.
  • The principles of equality, diversity, and inclusion (EDI), and their relevance in the workplace and when dealing with customers and/or colleagues.
  • The concept of sustainability within the mortgage services sector, including environmental, social, and governance (ESG) factors, and relevant products or initiatives in the marketplace.

Skills

  • Provide advice and recommendations on mortgage products and services, adhering to regulatory and legislative requirements, and internal organisational procedures.
  • Process mortgage applications accurately and efficiently, in accordance with all relevant regulatory and legislative requirements and internal organisational procedures.
  • Identify and resolve mortgage-related issues, for example, complaints, complex cases, and queries from customers, applying appropriate solutions where possible and escalating when necessary.
  • Raise customer awareness of their broader financial considerations beyond the mortgage product, for example, life insurance, critical illness cover, income protection, and home insurance.
  • Communicate with internal and/or external stakeholders through different methods, for example, face-to-face, email, telephone, and online meetings.
  • Present information to customers accurately and in line with the organisation's regulatory requirements.
  • Identify potential risks, for example, instances of non-compliance, fraud, or financial crime, and escalate them appropriately, following relevant policies and procedures.
  • Use digital systems and tools to manage customer data, process transactions, and maintain customer information and records, for example, customer relationship management systems (CRM), electronic sourcing systems, and online portals.
  • Identify customers in vulnerable circumstances, and apply organisational policies and procedures to provide appropriate support.
  • Manage customer dissatisfaction professionally, resolving issues where possible, and following organisational policies and procedures.
  • Build and maintain effective professional relationships with customers, colleagues, and/or external stakeholders.
  • Comply with current data legislation, cybersecurity regulations, and policies, including when managing and storing customer data safely and securely.
  • Apply principles of equality, diversity, and inclusion (EDI), for example, when dealing with customers in vulnerable circumstances, applying Consumer Duty principles, and providing fair and unbiased treatment of customers.
  • Apply current sustainability principles and working practices relevant to own role.

Behaviours

  • Displays a growth mindset and uses own initiative, learning from failures and spotting opportunities.
  • Demonstrates empathy, fairness, and professionalism, treating others with respect.
  • Works flexibly and adapts to changing circumstances, for example, future technological advances such as AI, overcoming challenges, addressing emerging priorities, and responding to setbacks.
  • Acts ethically and with integrity, maintains confidentiality and acts with due care and diligence.
  • Reflects on own practice and seeks learning opportunities for Continuing Professional Development (CPD).
  • Supports others, shares knowledge, and works collaboratively to achieve positive outcomes.
Training category (sector)
Legal, finance and accounting
Training level
3
Equal to A level
Course duration
12 months
Maximum funding
£9,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • finance worker
  • financial consultant
  • financial adviser
  • new homes developer

View more information about Mortgage adviser (level 3) from Skills England.