Role Purpose:
The role of the Underwriter at Crystal is to pick up qualified leads from the Sales team, identify the customer ‘need and requirements’, source the appropriate product from our panel of lenders and explain the product with its particular features to the Broker, to enable conversion to a Crystal Application.
Day to day workload will involve completing booked appointments with customers and Brokers, speaking to, and rapport building with all stakeholders, using sourcing tools and own knowledge to source products from our extensive lender panel and production of accurate (Right First Time) illustrations. Underwriters will take ownership of their individual pipelines, in line with our customer contact strategy to maximise conversion from illustration to application.
You will liaise with the processing team when handing over applications and help with any re-sourcing or subsequent queries as and when required.
Key Responsibilities
* Establish and maintain professional and positive relationships with our Introducers to demonstrate the strengths of Crystal and its proposition.
* Maximise these interactions to their full potential and build mutually beneficial relationships to increase the quality and volume of new business levels.
* Work to targets on the number of leads picked up and applications processed, whilst focused on positive outcomes.
* Maintain expert product & criteria knowledge in key sector, whilst maintaining foundation knowledge of all other sectors.
* Maintain high quality standards (including during regular quality audits) when analysing and interpreting qualified mortgage leads.
* Work within agreed SLAs, in a timely manner – both individually & as part of a team.
* Take ownership & drive delivery of performance of self & others.
* Escalate and liaise with team manager on all issues, in a timely manner.
* Be a role model & advocate of Crystal values & behaviours and demonstrate a positive & encouraging attitude.
* Adhere fully to the Company Handbook, policies and procedures and FCA’s Principles of Business.
* Ensure that you fully understand and reasonably anticipate, minimise & manage Operational, Conduct and Regulatory risk.
* Gain and maintain an understanding of the Company’s risk appetite & policies.
* Adhere & embody all industry best practice and regulatory requirements; be accountable for on-going development of own technical skills and knowledge.
* Maintain the Company’s compliance standards and ensure timely completion of mandatory online training.
* Ensure you fully understand and comply with the Company’s Data Governance policies.
Required Experience, Knowledge, Skills, Qualifications
•Previous experience of working in a specialist finance environment, specifically Buy to Let, Bridging or Commercial. (Advantageous).
•Understanding of property portfolio management (Advantageous).
•Experience of dealing with and supporting the Intermediary market. (Advantageous).
•Ability to gain understanding of mortgage product knowledge and/or regulation (Desirable).
•Proven experience in providing excellent customer service. Understand TCF and Consumer Duty.
•Committed to maintaining high levels of quality throughout the customer journey and periods of change and ambiguity.
•Excellent communication skills, written & verbal, including superb telephone manner.
•Ability to deal with challenging conversations and objection handling. Work to a high standard and adapt style to support positive interactions and aid understanding when dealing with Customers or Brokers.
•Stakeholder management – Ability to build mutually beneficial relationships with internal & external partners by maximising every interaction.
•Ability to perform under pressure in a fast-paced environment and work to a high degree of accuracy.
•Ability to manage own workload, use own initiative and demonstrate strong organisational and problem-solving.
•Proven sales track record
•CeMap or equivalent qualification (Advantageous)