Mortage & Protection Adviser

Position Overview

Reporting to the Sales Manager, the role of the Adviser is to offer professional, compliant, and customer-focused mortgage and protection advice to clients, ensuring their needs are met efficiently and thoroughly. The Adviser supports business growth through high-quality advice, exceptional client service, and strong collaboration with internal teams.

• Conduct detailed fact-finds to understand client objectives and assess mortgage and protection needs.
• Research mortgage and protection products, using sourcing systems and provider platforms, to identify suitable solutions.
• Deliver clear, compliant advice and recommendations tailored to the client’s individual circumstances.
• Complete and submit mortgage and protection applications, ensuring all documentation is accurate and timely.
• Work with our Admin team to ensure that the Client Journey to completion is seamless by liaising with clients, lenders, providers and solicitors to progress applications to completion or policies to “on risk”.
• Maintain accurate client files and records in line with compliance requirements and GDPR standards.
• Meet key performance targets (KPIs) for mortgage case numbers, protection penetration, and client satisfaction.
• Refer clients to internal specialists for wealth advice, general insurance, wills, and estate planning, where appropriate.
• Remain up to date with lender and insurer criteria, regulatory changes, and best practices through ongoing CPD.
• Demonstrate consistent commitment to treating customers fairly (TCF) and delivering a positive client journey.

• Proven experience in advising on mortgages and protection, with CeMAP (or equivalent) qualification essential.
• Strong understanding of mortgage products, lender criteria, protection solutions, and the advice process.
• Pleasant manner and excellent communication skills when dealing with clients, providers, and colleagues.
• Team player – works collaboratively with administrators, case managers, and advisers to deliver great service.
• Well organised and methodical – able to manage multiple cases while maintaining attention to detail.
• Tenacious and proactive – follows up with stakeholders and overcomes obstacles to deliver outcomes.
• Tech-savvy – confident with CRM platforms, sourcing tools, and Office 365.
• Commercial awareness – able to balance client outcomes with business performance objectives.

• Comfortable discussing financial matters with clients from a variety of backgrounds.
• Capable of self-managing diary, client follow-ups, and workflow while meeting service standards.
• Adaptable and open to learning – seeks to continuously improve skills, knowledge, and systems usage.
• Upholds the company’s values of integrity, professionalism, and commitment to excellent customer outcomes.

NOTE:

This job description is not intended to be all-inclusive. Employees may perform other related duties as required to meet the ongoing needs of the organisation.