In the spotlight is Clare Beattie, consultant with Danske Bank’s centralised mortgage team in Belfast
What does your job entail?
As a consultant in centralised mortgage team I deal with customers who prefer the option of applying for their mortgage by telephone. More and more customers are requesting telephone based mortgage appointments. We recently launched a new mortgage campaign with lower interest rates and mortgages up to 95 per cent loan to value so the team is really busy with calls from both first time buyers and home owners interested in finding out what we can offer them.
How did you get there?
I was already working in our contact centre Customer Direct responding to calls from customers about current accounts, savings and mortgages. As I gained experience and knowledge I started to become more interested in mortgages so when the opportunity came up in a support role to an existing mortgage consultant I jumped at the chance. I really enjoyed that so with the support of Danske Bank I decided to study for the relevant exams to become a mortgage consultant myself.
Do you have a typical working day?
No, every day is different. Although I’m dealing with mortgages every day, the circumstances of people applying for mortgages are different every time. Some people are seeking to switch their mortgage from another financial institution, some are moving up the property ladder and some are just starting out. They all have different requirements and I spend a lot of my time getting to know the customer, finding out exactly what their needs are and helping them work out whether they can afford the house they are interested in.
What qualifications do you have?
I had to complete some
exam-based banking qualifications and invaluable ‘on the job’ learning including role plays and assessments. This is a very heavily regulated industry and the financial regulator sets out a series of strict guidelines we must follow when dealing with customers to ensure that they receive fair and accurate advice at all times. We are closely monitored on this.
What other skills do you need in your role?
As my appointments with customers are done by telephone it is important that I am energetic, conversational and engaging, striking a good balance between coming across as official and informative, but friendly and reassuring, particularly for those customers who are confused or daunted by the range of mortgage options available to them. Strong communication skills are really important so that the vast array of complex mortgage information is discussed with customers in a clear and concise way.
What is the best thing about your job?
The best thing about my job is when I have been able to see a more complex case through to completion and the customer contacts me to say thank you and how wonderful their new home is. This really makes my job worthwhile.
What do you think are the greatest challenges/pressures of the job?
The greatest challenge for me at present is counteracting negativity in the market place and getting the word out there – to first time buyers in particular – that there are in fact lots of mortgage options available to help them to get onto the property ladder.
What did you want to be when you were at school?
When I was at school I always wanted to join the RAF, but I would have missed my family too much to work overseas. However, through a series of great opportunities at Danske Bank, I was lucky enough to have been able to start my career as a mortgage adviser at the early age of 24. This is not only a great job but also can offer me further great career prospects within the bank.
What advice would you give to someone considering a career in your profession?
If you get a kick out of helping people and making a real difference in their lives, then this could be the profession for you. Whether helping a customer buy their first home, or helping someone to move up the property ladder, being a mortgage consultant is a very rewarding career.
What is the most common question people ask when they find out what you do?
“Is Danske Bank lending to mortgage customers?” or “Will Danske Bank lend to first time buyers?”, and the answer is yes! We have approved over
£1.2 billion of mortgage lending since 2010 and are very much open for business, with money to lend to both existing and new customers. We want to help get the market moving, which is why we recently launched our strongest offering for mortgage customers in a long time.
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