Apprenticeship training course

Mortgage adviser (level 3)

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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

  • A broad awareness of the structure of the Financial Services industry and an in-depth knowledge of the structure of their own company; the purpose of the role in which they work and how this interacts with key roles associated with the mortgage advice process e.g. Customer Advisers, Underwriters, Product Providers and Compliance.
  • Understands the Financial Services legal and regulatory framework, corporate risk/governance frameworks and can identify how the relevant parts of these frameworks apply to their role. This will include what constitutes appropriate market, business and personal conduct.
  • Understands the purpose and technical content of the products advised (licensed) by the role, including the customer need that is met by the product, including the cost/benefit to the customer
  • Understands the systems and tools required to process a mortgage, and to successfully deliver the role outcomes. Has awareness of how these fit within the wider company & industry. Demonstrates an understanding of colleague's associated roles and how these interact, in order to fulfil a fully compliant mortgage advice process.
  • Knows the principles/tools of excellent customer service and company standards required in the role in order to fulfil customer needs.
  • Has an awareness of the wider mortgage sector, its customers, competitors and suppliers and the need for efficient and cost effective practices for the company to be successful. Understands the local market in which they operate, how to keep up to date with industry developments and the need to build a network of professional contacts to support the development of their business.

  Skills

  • The ability to elicit customer's needs through effective fact finding and questioning techniques and provides solutions thorough research and analysis. Can plan and prioritise workloads and deliver all required outputs to customers and colleagues; achieving all internal standards (e.g. service standards, accuracy, attention to detail, meeting required risk, regulatory and governance requirements).
  • Has high quality written and verbal communication skills and is able to handle a range of situations and issues that arise. Has the ability to communicate effectively with customers, colleagues, professional contacts and third party product providers.
  • An understanding of regulatory requirements by working compliantly, including data protection and treating customers fairly. Identify specific threats to the business and act appropriately in line with regulation and governance. E.g. ensuring that confidential information is only shared with the relevant people.
  • The ability to identify, generate and develop relationships that support the role. E.g. professional contacts, new business opportunities through internal/external networking and customer referrals.
  • Adheres to all relevant processes and procedures using technical ability and proficient IT skills to deliver positive outcomes for customers and the business, within the risk, regulatory and governance requirements.

  Behaviours

  • Displays honesty & integrity in actions and approach to work and clients, demonstrating the principle of utmost good faith. E.g. acts honestly when dealing with customer queries, ensuring they are treated fairly whilst upholding brand values.
  • Has a willingness to accept changing priorities and work patterns when new jobs need to be done, or customer circumstances or requirements change.
  • Meets personal commitments and expectations. E.g. completing work, personal development and time keeping. Achieves Key Performance Indicators and company deliverables whilst delivering compliant customer outcomes. Tenacious in finding the best solutions.
  • The ability to go beyond the obvious, if the desired outcome is more challenging. Remains positive in challenging situations, seeking alternative ways to achieve the desired outcome for the customer.
  • Consistently supports colleagues & collaborates to achieve results. Aware of their role within the team & their impact on others.
• Apprenticeship category (sector): Legal, finance and accounting
• Qualification 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 the Institute for Apprenticeships and Technical Education.