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Customer Interviewer

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  • Posted By: Adecco Loughborough
  • Address:
    • 43a Pinfold Gate
    • Loughborough
    • Leicester
    • LE11 1BG
  • Contact: 01509 237048
  • Date Posted: 11th Dec 2008
  • Salary: 14,000
  • Location: Loughborough (LE11 )
  • Reference Code: CHRIS8
  • Views Since Posting: 64
  • Full Description:


    Customer Interviewer – Mortgages / Investments – Loughborough Area.
    Starting from £14,000 – Depending on Experience




    Reporting to the Retail Manager (RM), the Customer Interviewer (CI) converts interest and enquiry into sales of branches Mortgage / Investment and Insurance Products and Services. The CI is part of the Branch Team providing knowledge and guidance to new and existing customers. The CI forms a key part of the branch Sales and Service process, working with customers referred from Retail Assistants or directly with customers looking for information and guidance.
    By listening to customers and surfacing their requirements, the CI provides information and assistance to help customers make an informed choice and select the most appropriate products to meet their needs. Additionally, the CI looks for other opportunities to refer the customer to colleagues for more in-depth information and advice.
    As a member of the Branch Team the CI will also spend time meeting and greeting customers and transacting counter business to help with the smooth running of the Branch and the training and mentoring of Retail Assistants.

    Success in this role relies on the ability of the CI to talk easily with customers, quickly build trusted relationships and adopt a range of styles to suit different individuals and circumstances. The successful CI rapidly establishes credibility with customers by demonstrating a thorough knowledge of branches Products and Services and articulating how they can meet particular customer needs both now and in the future.

    Knowledge Qualifications & Experience
    • FS Industry
    • DBS and partner products and services
    • Mortgage, Investment, Pure Protection and Insurance Markets & Products
    • Knowledge of DBS IT systems
    • Regulation & Control Frameworks
    • FSMS/FSA Compliance requirements and lending policy
    • TCF Framework and Implementation • Maths and English GCSE or equivalent – minimum Grade C
    • Minimum of 1 year in the FS industry / Retail in a customer-facing role
    • For Mortgage Interviewer – Minimum of 1 year as a Customer Interviewer in the FS industry

    Behaviours (L2) Personal Attributes
    • Focusing on Customers
    • Communicating Persuasively
    • Getting Results
    • Organising and Prioritising Work
    • Maximising own Performance
    • Team Working • Conscientious
    • Detail Conscious
    • Persuasive
    • Empathic
    • Participative
    • Sociable & Inquisitive
    • Results Oriented
    • Tenacious & Resilient

    Performance Measures / Targets
    1. Achievement of Sales Targets across the Mortgage / Investments Product mix
    2. Number of additional referrals generated as % of Customer interviews
    3. Meet or exceed “Mystery Shopper” measures
    4. Meet the requirements of the Non-Advised T & C scheme
    5. Number of Customer Reviews as % of Customer interviews
    6. Number of Mortgage applications as % of Mortgage quotations (Mortgage Interviewers only)
    7. Meet all FSMA/FSA requirements and standards of conduct

    Special Requirements
    • Must be prepared to work at other branches when required

    Compliance
    i) Achieve and maintain adequate competence levels across the Sales Area for ICOB and MCOB
    ii) Achieve and maintain “Fit & Proper” status
    iii) Comply with all regulatory requirements, both statutory and voluntary, necessary for the delivery of Branch sales targets and Branch processing
    iv) Adhere to all company policies and procedures regarding Health and Safety and co-operate with Line Manager at all times
    v) Comply with Society policy and procedure relating to Money Laundering and Anti-Fraud activities
    vi) Comply and understand the legal and compliance requirements for your area of the business including TCF, Data Protection and Banking Code


    Adecco is an equal opportunities employer

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