Operations Consultant

Summary of the Role:

To deliver good customer outcomes to all Purplebricks Mortgages Mortgage customers

through the managing of call handling inbound and outbound, calling leads to book mortgage/remortgage and protection appointments for and handling mortgage, protection and GI applications from submission to completion and/or on risk and support the adviser with administration tasks. To liaise with lenders, insurers & conveyancers to gather updates on customers applications and action any related requests in a timely manner. To ensure all related parties to the application are kept updated as to the progress and all actions are documented on the Midas systems and all Purplebricks Mortgages processes are followed.

Key Responsibilities:

• To provide great initial generic information concerning mortgage, remortgage and house buying processes, and book engaged leads in a GDPR-compliant manner to our team of

         FS Mortgage and Protection Advisors

• To attempt to recontact and rebook appointments that either cancel or do not attend.
• To deliver good customer outcomes by managing a pipeline of mortgage, protection and GI applications through following all Purplebricks Mortgages /MAB processes from submission to completion.
• To ensure all customers are kept updated and actions taken for their applications in a timely manner whilst making sure all Purplebricks Mortgages /MAB systems are updated.
• Build collaborative working relationships with Advisers, colleagues, lenders and insurers to deliver good customer outcomes.
• To support allocated advisers with admin tasks associated with the client such as completing pre-calls, keying mortgage in principles and mortgage applications, chasing and checking documents needed for the application.
• To follow all Purplebricks Mortgages /MAB and regulatory processes to ensure we remain compliant.

         To deliver personal KPIs whilst following Purplebricks Mortgages values.

Skills, Knowledge and Desired Experience:

• Communication - Is able to express ideas and opinions clearly, defines messages

         and reaches a common understanding of issues, addressing the audience effectively.

• Customer centric - Understands problems, challenges and needs of the customer
• Attention to detail - Identifies specific action steps, accountabilities, and timelines

         for completion

• Resilience -Adaptable, receptive to new ideas; willing and able to adjust to changing

         demands and circumstances.

Commission Structure:

• Banking bonus of 0.5% of total team banking's
• PEDs booked and completes - £10
• Protection booked and written - £10
• Google review left - £10

In addition to our standard commission structure, employees are eligible for a discretionary six-monthly bonus of £0–£500. Performance is reviewed monthly through one-to-one meetings, based on calls booked, customer contacts, key performance indicators (including call times), completion of assigned work, and a positive attitude.