How would you describe your role?
Mitch: I’m a Senior Mortgage & Protection Adviser, and I’ve worked at Moneybox for a year and a half. Once a customer has found a house that they want to buy and they’ve made an offer, I’ll spend time getting to know their future plans, preferences and budget for monthly repayments. With this information in mind, I’ll then reach out directly to lenders to find the best mortgage deal and provider for the customer, making the selection process much easier for them. I can then submit mortgage applications on behalf of customers.
Imogen: I’m a Case Manager, and I’ve worked at Moneybox for just over a year. I help customers from the moment that their mortgage application is submitted, until they complete and get the keys to their house. My role is to make the mortgage process as smooth as possible for the customer. We speak with estate agents, solicitors and other third parties to provide customers with regular updates throughout the process. Generally, customers will have me as their sole Case Manager so that we can build a strong relationship throughout the process. As a team we share the caseloads fairly, to make sure no-one becomes overloaded.
What does a typical day look like for you?
Imogen: I usually spend my mornings introducing myself to customers who have been speaking to one of our Moneybox Mortgage Advisers. We aim to make this handover as smooth as possible for the customer. I tend to spend my afternoons interacting with solicitors, lenders and third parties such as estate agents, developers and surveyors. I’m also always on hand for customers to answer any questions, big or small, and make sure to keep file notes up to date on each case.
How is the Mortgages team structured?
Mitch: Over the past 18 months, the Mortgages team has grown significantly – we are now a team of 40+ people with a range of experience, supporting customers through every stage of their home-buying journey. Our team is broken down into several groups:
Homebuying Coordinators – Coordinators answer customer questions and can give an idea as to how much a customer can borrow.
Mortgage Admins – Our Admin team is integral to us helping as many customers as possible, helping the team with tasks from sourcing mortgage options to keying applications.
Mortgage Advisers – Advisers pick up a customer once they have found a property – they are CeMAP qualified brokers, can give mortgage advice, and provide an in-depth service personalised to the customer.
Case Managers – Case Managers take over once an application has been submitted to the lender. Typically at other companies, Case Managers just help with the mortgage lender, but our Case Managers can also help with contacting solicitors and estate agents, helping the process to run quickly and smoothly and keeping customers in the loop.
Our team is set up to work remotely, with the option to work in the office if we want to. Every month we get together for ‘Top of the MOps’ (Mortgage Ops). This is a great chance to celebrate everyone’s achievements by shouting out 5* Trustpilot reviews and recognising positive customer feedback. We normally get a Deliveroo lunch too, which is always a hit! Like the rest of the company, we also get together for quarterly ‘Team Time’, where we spend our budget on an activity of our choice.
What is the most rewarding part of your role?
Imogen: Helping customers to navigate the stressful aspects of buying a home and making it a smooth process for them feels really rewarding. One of the best parts of my role is completion day – it’s amazing to hear that a customer has finally got the keys to their new home and can move in! Recently, a customer sent flowers to the office to say thank you for my service, which was such a thoughtful gesture of appreciation that made me feel really special!
What is your favourite Moneybox moment?
Mitch: I was proud to submit the first ever Moneybox mortgage application for a customer! It was about a week after our mortgage service went live and, naturally, there was some healthy competition in the team about who’d be the first.
What career development opportunities have you had at Moneybox?
Mitch: I’ve recently been promoted to Senior Mortgage & Protection Adviser, which feels amazing, having been part of the Mortgages Team since we launched. At Moneybox, there are plenty of opportunities to review performance and discuss progression. My manager encourages transparent conversations around progression all year round, and every six months we have a more formal performance review.
Imogen: Joining Moneybox felt like an opportunity in itself, as I wasn’t a Case Manager in my previous workplace. During my first few months in the role, I went through intensive 1-2-1 training over Google Hangouts. This training gave me the chance to bond with team members and ask any questions about the day-to-day of being a Case Manager, which helped my confidence so much. Everyone on the team is supportive and genuinely wants you to succeed!
Culture at Moneybox
Imogen: The culture at Moneybox is unlike anything I’ve experienced before in a workplace. Before I started working here, it seemed too good to be true, but I can confidently say that it really is a great place to work. I’ve made great connections in the 12 months I’ve been here, so it now feels like I’m working with my friends.
Mitch: The culture at Moneybox is what helps to make our customer experience better! We are trusted to use our time in a way that creates good customer outcomes. When it comes to feedback at Moneybox, every voice is listened to.
Do you have advice for anyone looking to apply to the Mortgages team?
Imogen: Since joining, I’ve never looked back. If you’re thinking about it – do it! All of us in the team were once in your shoes. Don’t be daunted by the interview process. It’s a multi-stage process which can seem scary, but it’s designed to help the team get to know you better. The Talent team provides feedback after every stage, so you can implement it at the next stage of the process.
Mitch: Absolutely go for it! Take a look at the Moneybox ALOT values and make sure that you align to them. Everyone at Moneybox aims to embody these values at work, so demonstrating these values in an interview is a big plus. You don’t necessarily have to have previous mortgage experience – we have some brilliant team members that have brought a wealth of transferable skills to the team that ultimately benefit the customer.