Description:
The purpose of the Homebuying Qualifier role is to support our customers through the very first stages of their Home Buying journey. You’ll be their first point of contact right from when they first open their LISA with us to when they are booked in to speak to an adviser, answering their questions along the way and guiding them to their next steps.
The goal is to optimise for customer experience and adviser efficiency. You will ensure that customers know their next steps, answer their initial questions and help them get prepared to buy using your expert knowledge and our content ensuring that when they speak to an adviser they are prepared and in a position to proceed.
What You'll Do
- Develop strong relationships with customers from the outset of their Home Buying journey; nurturing them and ensuring that they are prepared for each step in the process.
- Monitor volumes throughout the day making sure that incoming customers are greeted quickly, their questions answered and that they are assigned to the next available Mortgage Adviser if applicable.
- Help to create triaging and message routing ‘rules’, reviewing this messaging regularly to ensure that it is still fit for purpose.
- Manage advisers diaries ensuring that customers booked in for the coming days are qualified and know what to expect from their appointments.
- Ensure even distribution of leads across the Mortgage Adviser team working with them to improve efficiencies with regards to their diary management.
- Check customers mortgage eligibility & qualify mortgage leads by carrying out affordability calculators and researching lenders policy
- Outbound customer qualification / enquiry phone calls to help our customers get mortgage ready
- Working days: Monday-Friday 9am-5:30pm with x1 Saturday & Sunday per month plus bank holidays on rotation with team
Experience And Skills
- Ability to deal with a high volume workflow and prioritise accordingly
- Excellent administration and communication skills
- We would love for you to be CeMAP qualified or studying towards your CeMAP
- Excellent customer service skills
- Previous experience carrying out customer phone calls