Understanding Client Needs for Long-Term Loans

Certificate IV in Finance
and Mortgage Broking

Part 2
Question 1
Financial advisors and brokers should be able to listen carefully to customers and understand
what they are saying and not doing. This allows you to make recommendations tailored to your
needs. Lack of human abilities makes it more difficult to build good customer relationships and
understand customer needs.
Question 2
Dear Jeff,
We have fixed an appointment with you on next Wednesday. The propose of this meeting is to
discuss on the available options for credit. You are also advised to go through the attached
documents with this mail.
Thank you.
Question 5
Be polite and professional. You can call at the wrong time, so start with a warm greeting and
remember that you represent your company, product, or service. Make sure they aren't you if
they are rude or clinging. You can only control your behavior, language and tone. Also,
sometimes you have to be too kind because it's not a living person, but rather a voice speaking
over the phone.
I have a script I know. You need to get up and running quickly so that you don't bother those
who answer the phone and have no reason to contact you. Prepare for a sales debate and refute
any questions or concerns.
All required information requested by the customer is investigated in advance. In addition,
customer questions are determined in advance.
The key points of the scenario are the client's preferences, financial situation, type of work, age
and any health problems that arise, and the ability to take risks.

Part 3
1 a.
1. Credit policy
2. Terms and conditions
1.b.
This disclosure policy includes a commitment to compliance and reflects the spirit of openness
and justice. Communicate internally to ensure that all senior management is well understood,
applied consistently and communicated to employees on a regular basis.
ISC is committed to effective employee communication and includes referrals of new
employees, annual employee meetings and annual reorganizations, and recognition of the
company's Code of Conduct.
Q1 c.
Ask her if she is familiar with some documents
Q1 d.
Talking to a mortgage broker can save you a lot of time and effort when choosing a mortgage,
especially if your financial situation is not the strongest. If your credit rating is low or you can
only afford low deposits, you can only apply for a limited range of home loan offers. So, instead
of making dozens of inquiries and perhaps dozens of answers, you can use your broker's
expertise and experience to highlight the best loan for your situation, save time and protect your
credit rating.
Mortgages can be complex, and lenders aren't always clear about their requirements for lenders.
Experienced mortgage brokers guide you through the mortgage application process and guide
you through the difficult steps to save time and avoid novice mistakes to increase your chances
of approving your application.
Question 2 a.

This concept focuses on the three pillars of language use: efficiency, empathy, and education.
This is a technique I use well when I become a mortgage broker. Effectiveness indicates whether
the customer understood the intended meaning, and the relevance depends on the context.
Empathy is also a useful tool in business relationships. Understanding what your customers come
from and what your motives are, you can achieve better results for both. In academic discourse
about communication skills, linguists often cite cognitive complexity. It's an idea to recognize
how external factors like mood and physical health can affect the way people communicate.
Education: Mortgage information is useful in many ways. When a customer is ready to sit down
with you and consider his financial options, it will be fairly easy to assume that he already has a
solid understanding of financial jargon. Some customers are coming! That's not always the case,
so be prepared to explain the terms. As industry experts, clients rely on their knowledge to
achieve their investment goals. In addition to finding the mortgage that best suits your needs, you
may need to explain why this is the best option, or you may need to use a simpler language.
Q2 b.
All information is stored in a file and if necessary, the client will sign it twice if there is a
requirement for the contract.
Q3 a.
1. Personal identification number
2. Bank statement
3. Property details to be used as a mortgage
4. Prior loan clearance certificate
Q3 b.
• Mortgage Pre-Approval
This includes receiving credit reports from three centers (called triple mergers) that show credit
scores and credit history from reputable third-party organizations. In your credit report, your
lender can see your payment history (to make sure that your payment obligations have been fully
met on time) and your credit limit (past and present).
• Mortgage Pre-qualification