Appointment
Process
Mortgage & Protection Appointment Process
BOOKING THE APPOINTMENT
- Once booked – new appointment letter is sent in post/emailed to client this will confirm all information that needs to be brought to the meeting plus confirmation of our services. This letter/email will contain IDD/Budget Planner/Fact find.
- Appointment is entered into the appropriate advisor’s diary for 2hrs with day time mobile contact number of client and coloured blue in the diary. Immediately appointment booked Txt is sent to confirm appointment.
- Day before appointment (or Friday if Monday apt) phone call made to appointment to check client can still attend and that all information we require is available. If client doesn’t have the information or fact find not completed appointment is cancelled and rescheduled.
- First thing in the morning Txt sent to all appointments that day confirming time and who with.
SETTING THE MEETING SCENE
- Riviera Mortgages presentation folder to be taken into meeting: containing IDD, Business Card, Flyers and corporate goodies. When client arrives they are to be greeted and offered a drink by reception staff with biscuit, confirmation then given to advisor apt arrived. Client is to be told advisor is just preparing for meeting and will be with you in a minute.
- At meeting full use of the 2hrs is vitality important to review client information and discuss requirements.
- Client expectation of meeting is to be gathered and what they hope to achieve.
- Advisor then to follow scripted process to introduce Riviera Mortgages, what we do, how we are different, how we manage the process, what services we can offer from solicitor, survey to insurance, how we look after them through the life journey, our commitment to them and our Duty of Care in arranging finance and how referrals are extremely important to us because this is how we build our business and how we reward our clients for referrals (£50). IDD to be fully discussed along with presentation folder and confirmation given to the client that we will email them a summary of the meeting and follow this up with 24 hrs and then every 7 days just to keep up to date.
THE MEETING
- Fact find reviewed with all data brought in cross referenced and checked the main focus is to discuss the budget planner this is our focus as we need to recommend a full mortgage & protection solution based on budget. We emphasis we have a duty of care to ensure that if we are arrange lending we must ensure this is protected. No trigold or assureweb to be used.
- We need to be seen to be advising client so we need to question and disturb in order to recommend the right solution be that mortgage: product type, product term, loan amount, repayment type, lender fees and if to be added.
- We need to disturb for protection: what are their concerns, what cover they have, what short falls exist, what are the consequences of these shortfalls, what they employers provide.
- Quick mortgage calculator can be used to guide clients with referencing given to lenders affordability calculators to show different ways lenders lend.
- Meeting finishes with a summary of what was discussed and the budget reconfirmed and that referrals again are important to us.
- Bag competition to be mentioned.
AFTER MEETING
- Email template used to confirm to client summary of their circumstances and what was discussed, with clients’ aspirations and dreams replayed.
- Within email client summary, idea of what client can borrow, potential mortgage payments, transactional costs, credit file links, next steps, attached to email is Sort & Refer conveyancing sample illustration along with information why use Sort & Refer, which Survey flyer, and generalisation of protection costs. All to fit within client proposed budget. If re-mortgage or purchase lender KFI attached.
- Client then put into diary system, contacted after 24hrs to discuss email and attachments and then every 7 days.
APPLICATIONS
- Once offer accepted or client confirmation given to proceed. Face to face meeting arranged to finalise paper work, obtain outstanding/updated information.
- 2hrs booked into diary in order to do this but only 1hr undertaken with client. Other hour is for application submissions and preparation of file for administrators.
- Presentation made to client and fine-tuned if appropriate. DIP to be completed with client, if OK confirmation then to sought if OK to proceed (email to be sent to Estate Agent it required), full application to be done without client present.
- Client to sign RM fee agreement, fee adding form, card details form, protection disclaimer.
- Email to be sent by advisor on day of application submission giving confirmation mortgage/protection submitted to provider with copy of application & KFI.
- Solicitor to be instructed via sort and refer if appropriate.
- Email sent to Solicitor and estate agent to confirm application submitted and that updates will be provided.
- All paperwork prepared with Mortgage/Protection check list done and case passed to Administrator.
MARKETING LOOP
- Marketing loop to be prepared.
COMPLETION CALL
- CT to call all completed business within 2-3 weeks of completion to check if any issues & things we can improve on.
- Thank client for business and check for referrals.