Broker Support Consultant (Mortgage, Protection & GI)

Location: Bournemouth (Hybrid)

Salary: Competitive

Job Reference Number: BSC180424

Overall Responsibility:

To handle all incoming calls from Mortgage Intelligence Holdings members in a professional friendly manner, offer solutions to their queries, cross sell where possible, gain broker commitment and close sales accordingly.  Proactively call our members to develop strong business relationships and increase business levels. Respond as required to email queries. Be first contact point for mortgage & protection queries and assist with building broker knowledge in these areas to support high quality advice and positive customer outcomes. Identify early any potential leavers of the network and work to retain them within the business. As a personal point of contact for the adviser you will proactively address any issue that may present itself, take ownership and find a quick resolution.

Key Responsibilities to include:

  • Maintain an excellent understanding of the products and services offered by Mortgage Intelligence and our life protection providers/general insurance /panel lenders
  • Share your knowledge of life protection products to assist in the development of sales opportunities across the memberships.
  • Be individual point of contact to facilitate appointed representatives to refer business to other brokerages across the network and maximise business opportunities and a positive consumer outcome.
  • Build and develop strong relationships with our members. Assess sales opportunities and match our products to their needs.
  • Work to increase business levels across all our memberships via regular telephone contact.
  • Communicate with multiple departments and senior members of staff in a clear and accurate manner.
  • Collate feedback and identify trends within the network and present these findings to further develop the services within the network
  • Liaise with AR & DA BDM team to ensure details of sales opportunities are shared in a timely manner and support with appointment booking as required.
  • Carry out tasks as may be delegated to you by your manager as required by the business.
  • Ability to cross sell products and identify sales opportunities over the telephone.
  • Provide weekly updates to your Line Manager on current sales opportunities being worked on.


Performance Standards:

  • Contribute to achieving Mortgage, Protection & GI target for AR and DA channels.
  • Make proactive sales calls to all members.
  • Be a strong team player.
  • Take a high volume of incoming calls.
  • Provide accurate solutions to the queries from our members.
  • Have a good knowledge and understanding of life protection and the intermediary mortgage/general insurance market.
  • Be prepared to offer support to other areas of the business if required.
  • Provide monthly reports to your Line Manager on all proactive calling carried out.
  • To be aware of and follow the principles of Consumer Duty, acting to always deliver good customer outcomes.



PERSON SPECIFICATION – Broker Support Consultant

  Essential Desirable








  • Good standard of education – min 5 GCSEs (A-C) or equivalent




  • FPC or equivalent
  • CeMAP – training will be provided







  • Minimum of 1 year’s mortgage or protection experience (B2B or B2C)
  • Experience of working in a sales environment
  • IT skills – Knowledge of Microsoft applications



  • Working knowledge of sourcing systems
  • Knowledge of intermediary protection/mortgage market
  • Experience of working with variety of providers/lenders
















  • Strong customer service and sales skills
  • Proactive approach
  • Excellent verbal communication skills
  • Ability to work as part of a team
  • Ability to work under pressure
  • High level of accuracy and attention to detail
  • Excellent time management skills



  • Telephone sales or relationship management experience


Personal Attributes












  • Professional approach and appearance
  • Confident Telephone manner
  • Self- Motivated
  • Positive Attitude
  • Active, confident, approachable and friendly demeanour
  • Diplomatic
  • Fast learner with a  willingness to learn
  • A flexible outgoing and adaptable attitude