Elements and Performance Criteria
- Educate clients and build rapport
- Explain the finance and mortgage broking process to clients in a clear and unambiguous way, and clarify the background, credentials and role of the broker to build rapport
- Present the services, values and capacity of the organisation to clients and confirm client understanding of fees and charges
- Identify and confirm procedures for complaints handling and resolution with clients
- Determine clients’ existing financial situation
- Ask clients to disclose relevant facts to begin determining their personal and financial situation and establish clients’ current income, expenditure and liabilities
- Determine current investment and assets position of clients and conduct initial analysis of clients’ financial position based on extent of client disclosure
- Determine client goals and priorities with respect to broking services
- Ask clients to clarify their product expectations
- Comprehensively explore differences in what products provide and what clients expect, and respond to client concerns, if any, promptly and appropriately
- Establish and confirm client priorities
- Seek specialist advice where necessary or refer clients to appropriate sources where required advice or services cannot be provided
- Prepare necessary documentation follow up
- Document and check all relevant client facts, information, financial and personal histories and manage confidentially in accordance with organisational policy and guidelines, and relevant legislation and industry codes of practice
- Create or update client records where necessary in a clear and concise format, and file securely in a format and location readily accessible to other appropriate advisers
- Determine clients’ existing financial situation
- Ask clients to disclose relevant facts to begin determining their personal and financial situation and establish clients’ current income, expenditure and liabilities
- Determine current investment and assets position of clients and conduct initial analysis of clients’ financial position based on extent of client disclosure