As Business Support – my role is based on striving to ensure an exceptional customer experience throughout the process of dealing with IQ.
This starts with confirming the appointments in the diary and greeting clients upon their arrival at the office.
Once the client has seen the adviser for their advice – I then take over.
I collect all the required paperwork, check it and certify it and package it up in accordance with the appropriate guidelines. The paperwork is then forwarded to the chosen lender or insurer and I update our client management system.
Folio, our tailor made client management system, is then updated and this helps me to remain in regular contact with the lender and insurer whilst updating the clients on the progress accordingly.
I strive to ensure regular communication with our clients right through until they get the key for their new home, their remortgage completes or their insurance is started. Keeping them informed at each step.
Once that bit of business has completed I then do a final check on the client file and log a call for their annual review appointment. This ensures our relationship with our customers continues beyond their initial transaction – and helps keep their mortgage and insurance arrangements up to date as their needs change.