Role: Mortgage Consultant
Company: Danske Bank
Track Record: ‘The biggest challenge for me is getting the word out there that there are lots of mortgage options available to get onto the property ladder,’ says Clare.
What does your job entail?
I am a mortgage consultant in Danske Bank’s centralised mortgage unit so customers who find it more convenient to apply for their mortgage via the telephone would come through to me or one of my colleagues for their appointment.
With a mortgage campaign running at the moment my diary is particularly busy, however, in general we are definitely seeing a trend where more and more customers are booking telephone appointments.
Although I’m dealing with mortgages every day, the circumstances of people applying for mortgages are different each time.
Some people are seeking to switch their mortgage from another financial institution, some are moving up the property ladder and some are just starting out.
They all have different requirements and I spend a lot of my time getting to know the customer, finding out exactly what their needs are and helping them work out whether they can afford the house they are interested in.
Is it 9-5?
No – we know our customers have busy lifestyles so we try to provide a service that suits their needs rather than ours by opening in the evenings and Saturdays. Customers can make telephone appointments from the comfort of their home from 8am to 8pm, Monday to Thursdays, 8am to 6pm on Fridays and 9am to 4.30pm on Saturdays. This means I work on a rotation and am flexible with my hours.
How did you get into this line of work?
I was already working in our contact centre, Customer Direct, dealing with customer calls about current accounts, savings and mortgages.
As I gained both experience and knowledge I started to become more interested in the mortgages side of things so when the opportunity came up in a support role to an existing mortgage advisor I jumped at the chance.
That increased my appetite even more and I decided to study for the relevant exams to become a mortgage consultant.
Outline your career to date?
I joined Danske Bank eight years ago and have worked in a number of roles, including working in the inbound calls team to support customers with general queries or questions about their online banking or bank cards.
I became a mortgage consultant in 2011, having completed the relevant qualifications.
Tell us about your qualifications/training.
To become a mortgage consultant I had to complete some exam-based banking qualifications and invaluable ‘on the job’ learning, including role plays and assessments.
I work in a heavily regulated industry and the financial regulator sets out a series of strict guidelines we must follow when dealing with customers to ensure that they receive fair and accurate advice at all times and we are closely monitored on this.
What qualities are required for your job – personal and professional?
As my appointments with customers are all via the telephone it is important that I am energetic, conversational and engaging – striking a good balance between coming across as official and informative, but friendly and reassuring, particularly for those customers who are confused or daunted by the range of mortgage options available to them.
Strong communication skills are vital, ensuring that the vast array of complex mortgage information is discussed in a clear and concise way.
What are the biggest challenges and rewards of your work?
The biggest challenge for me at present is counteracting negativity in the market place and getting the word out there – to first time buyers in particular – that there are in fact lots of mortgage options available to help them to get onto the property ladder.
The biggest reward for me is when I have been able to see a more complex case through to completion and the customer contacts me to say thank you and how wonderful their new home is. This really makes my job worthwhile.
What do you like to do in your spare time?
As I am based in an office environment daily, I like to unwind and keep active by exercising at the gym and spending time with family and friends.
Tell us an interesting fact about yourself.
When I was younger I always wanted to join the RAF, but I am a real home bird and would have missed my family too much to work overseas. However, through a series of great opportunities at Danske Bank, I was lucky enough to have been able to start my career as a mortgage advisor at the early age of 24. This is not only a great job but also can offer me further great career prospects within the bank.
Who has inspired you most in your life?
There isn’t one particular person in my life that has inspired me; it’s more of an effect of accumulative inspiration from my loved ones that has helped shape my personality and values.