Course Introduction
Video welcome to Intrinsic
Housekeeping
Course Aims and Objectives
Course Agenda
Delegate and trainer Introductions
Development plan overview
Key initiatives – Customer outcomes and Right First Time
EXTRANET
High level overview of Extranet covering Mortgage Advice
ADVICE PROCESS
Intrinsic Advice Process Overview
- Materials and Systems that support the advice process
- Based on a high level case study – to be built on throughout training
- Initial Enquiry Form– basic client details
- Customer outcome:
- Qualify client is in a proceedable situation
- Explains next steps and what preparation is required by client
- Client receiving generic information on the process
- Email Letter template covering appointment or not able to proceed (budget planner, Mortgage factsheets)
- Customer outcome
- Confirming appointment / unable to proceed and why
- Documents required, i.e. wageslips, bank statements to enable in-depth KYC
- To ensure affordability and earnings can support a mortgage and that correct documentation are available to lender
- Structured Agenda
- Customer outcome
- Provides for structured meeting to ensure all areas are covered
- Client understands the purpose of the meeting
- Provide Guide to Mortgages and Protection, Terms of Business and Authority to Proceed
- Evening activity: role play disclosure documentation in preparation for assessments
- Customer outcome
- Client understands all part of the house buying process and the parties involved in the process
- Clear on what services are being offered
- Clarity on how the adviser is paid and by whom
- Client commitment to proceed on that basis.
- Delegates confirm/challenge/probe basic information the Initial Enquiry Form to get sufficient hard and soft facts to make a suitable recommendation
- Customer outcome
- Know your customer to assess customer needs
- Discuss contradictions in wants v needs and challenge thinking and perceptions
- To allow recommendations to meet client requirements based on term, product, rate and affordability
- To make recommendation in line with potential changes in client circumstances, short and long-term
- To capture all debts and make sure provision is made for these
- To ensure the client understand how the recommendation fits needs
- All documents to support Know your Customer and satisfy Intrinsic and lender requirements
- Understand credit reports to understand clients ability to manage money
- Validate client information and recognise when financial crime may be being committed
- Verify client ID using Intrinsic electronic process
- Customer outcome
- Adviser to review documentation to ensure correlation with the factfind
- Assess plausibility of application
- Enhance client experience on application process
- Analyse information from case study to identify solution
- Full case study with all information provided – analyse gaps in Know your Customer exercise previously
- Customer outcome
- Needs identified and the solution will clearly match the needs
- The advantages and disadvantages of debt consolidation along with alternative solutions will have been discussed
- Trigold
- Customer outcome
- Adviser sources products in relation to client need
- Most cost effective solution is recommended – Total to Pay
- If fees added – the effect of adding to loan must be demonstrated
- KFI’s produced
- Consequences of future rate rises on affordability
- Structured Agenda and client facing documentation
- Client clear of next steps in the process
- Customer outcome
- Client clear on how product meets their needs, now and in the future referring back to Know Your Customer
- Client understands product recommended and how it is impacted by future rate movements
- Client understands all costs associated with the product and how impacted by adding to the loan
- Impact of any debts added to the loan
- Next steps for Customer and Adviser explained
- Client understands the need for protecting their mortgage/lifestyle meeting and what is required in preparation for the meeting
- Agreement to proceed obtained to seal commitment
- Lender websites
- Credit scoring
- Customer outcome
- Having followed process all documentation should have been collected
- Successful credit score
- Smoother process for client
- Create a Reason Why Statement
- Customer outcome
- Documented letter of suitability
- Discounted suitable alternatives
- Accurately reflects conversation with client
Day 3– Starts 9am / Day 4– Starts 9am
Advice Process Assessment
- Multiple choice test via My Learning Academy to assess knowledge and application of the Intrinsic advice process
- Overview of Gateway and how it interacts with other Intrinsic systems
- Workbench
- Officeweb
- Workbench and Officeweb
- Submission based on James and Vicky Case Study and recommendation based on personal circumstances
- Recommendation based on Research completed by Adviser in Trigold
Advice Guidance / FCA / TCF
Keeping you Safe
Fraud Exercise – to spot inconsistencies in documentation
Mortgage – individual exercise including assessment
- Workbench and Officeweb
- Submission based on a Case Study and recommendation based on personal circumstances
- Recommendation based on Research completed by Adviser in Trigold
- Correct details in Officeweb
- Correct documentation uploaded in Officeweb
Introduction and State of the Protection Nation
- Looking at the need for Protection
- Look at protection product solutions relating to mortgage protection
- Financial consequences of what would happen on death/CI/ill health
- Protection quiz – covering key products and what they do
- Introducing Intrinsic’s protection panel
- Intrinsic exclusive client benefits
- Protecting your Mortgage
- Risk Reality calculator
- Practice role plays
- Key areas applicable to Protection
- Introduction to Lifequote and Lifequote Exercise
- Why should you consider us for your solution
- Formulate 3 protection portfolios based on affordability
- Allowing applications to be completed via Lifequote
- Practice exercise inputting a protection case into Workbench
- Explaining what is being recommended and why
- What happens next for the adviser
- Individual exercise inputting a protection case into Workbench
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