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Take Lead (Salesforce, Hunt Group, Own Lead etc)

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FIRST CALL

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• Introduce Yourself (Opening Benefits Statement and Disclosure)

• Mini Fact Find (Assess the Clients Issue, Niche Questions, Mortgage Preferences) –Make Notes in Salesforce

• Establish WHOLE Budget (Mortgage and Protection)

• Discuss credit report

• Discuss Fees and Data Protection Agreement (DPA)

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Update Salesforce notes/ status, send CheckMyFile link (if required)

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Send Insurances Overview (Through RL Marketing Portal)

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Set up case on Mortgage Keeper (MK)

• Key client personal information into MK

• Key Mini Fact Find into MK

• Key compliance info into MK

• Key lead source (first note MUST reflect this) and admin details into MK

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Produce Disclosure Document (DD) and Data Protection Agreement (DPA) in MK

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Task Admin to send:

• Data Protection Agreement (DPA)

• Customer Journey Guide (if required)

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Receive Credit Report (Task Admin to chase if necessary)

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(Once Credit Report received)

 

Source Mortgage in Trigold

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Generate Key Facts Illustration (KFI) in Trigold

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SECOND CALL

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• Present mortgage recommendation (From KFI)

• Book FULL Fact Find with customer on separate call (OR Book in for a separate call with Admin)

• Explain Required Mortgage Docs and Required PDF Format (Income proofs, Bank statements etc)

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Upload sourcing (Trigold) and KFI to MK

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Task Admin to send (Digitally):

• Document Shopping List

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Update Salesforce notes/ status and MK notes/ status

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Complete Fact Find in MK

 

Source Ideal World Insurance(s) (In Budget and Ideal) in iPipeline and save to MK

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Update Fact Find with ideal wold information

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THIRD CALL

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• Present Insurance Ideal World recommendation

• Agree Protection plan (Ski down if necessary)

• Explain Docs that will be sent from Create (Client Fee Agreement, Disclosure Document, Fee Waiver Agreement etc)

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Update Salesforce notes/ status and MK notes/ status

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Source protection as agreed with client (if changed) Save sourcing to MK

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Conveyance Quote (If required)

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Produce Ideal World Recommendation Email using template

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Produce Protection Ideal World Letter and KFI(s) in MK – save to case

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Task Admin to send (Digitally):

• Client Fee Agreement (CFA)

• Fee Waiver Agreement (FWA)

• Disclosure Document (DD)

• Ideal World Recommendation Document (IWR)

• Protection Ideal World Recommendation Letter

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Task Admin in MK to chase all client docs in 2 days time

 

(DPA must be in before a DIP)

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Obtain Decision in Principle (DIP) with Lender

• ACCEPT: Admin to package case on MK

• REFER/DECLINE: Broker liaises with Lender

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Update Salesforce notes/ status and MK notes/ status

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FOURTH CALL

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• Explain the outcome of DIP to Client – Name the Lender

• Run through Protection provider and particulars of cover

• Chase outstanding docs

• Collect upfront fee – (take card details, call FAG, process payment)

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Update Salesforce notes/ status and MK notes/ status – Add up front fee taken to commissions list in MK

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Task admin to send client receipt of fees paid

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Send KFI/DIP information (From lender website where possible) to client/ save to MK

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Broker and Admin complete compliance checks on case, ensuring ALL docs/ activity completed (Check MK for chronology/ notes) – (NEW STARTS Also run through case with Ops Manager)

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Fully submit Application for Mortgage and Insurances

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Task admin to make post application checks/chasing

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Update Salesforce notes/ status/ products/ fees and Update MK with notes/ status/ products/ fees

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Broker produces (in MK) and sends Mortgage Reasons Why Letter (MRWL) and Protection Reasons Why Letter (PRWL)

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OFFER CALL

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• Congratulate customer on mortgage offer

• Buildings and contents referral/ Wealth management and pensions referral etc

• Collect remainder of Broker fees

• Seek referral business

• Signpost Feefo link and task admin to send out review

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Update Salesforce notes/ status and MK notes/ status

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SERVICE CALL (After all legals – Day of completion)

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• Task admin to place insurance on risk (ideally on exchange)

• Remind of policies and terms (including fee agreement)

• Have you maximised all opportunities? – use your referral sheet

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Update Salesforce notes/ status and MK notes/ status

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Record Commissions in MK

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Check through Ops Manager before marking case as complete