Mentoring A New Mortgage Adviser
When onboarding a new adviser, KAN and the banks will ask for the mentoring process. This is the template to send them.
Initial Onboarding:
When an adviser is onboarded into the company, they are given access to our KnowledgeBase (MTG Intranet). Inside this knowledgebase is an Adviser Manual which is about 152 pages long. To make sure they soak this up in bite-sized chunks, they are emailed one topic per day for 72 days in a drip-feed email campaign.
The topics in the manual range from “Why Banks Use Mortgage Brokers” and “Setting Up Your Office Correctly” to “An In-depth Look at the First Meeting” etc. At 152 pages, it would be fair to say, it is a good introduction.
Further training: Advisers are then encouraged to watch the last 10 staff meetings to get up-to-date with the latest events in the industry. They are also encouraged to view recent training sessions (Compliance etc) so they are on the same page as the other advisers in the company.
Tracking:
At the end of most chapters in the Adviser’s Manual is a “Test Yourself” section for advisers to reinforce their learnings. We also track how many pages each user has looked at in the knowledge base.
Mentoring:
At this stage, Brett comes in as Learning and Development Manager. Brett’s role is largely to help the adviser workshop difficult applications and oversee their use of Trail; to make sure they are completing applications correctly. He does this by reviewing “in-flight” applications and assisting in filling any knowledge gaps where possible (eg; better diary notes, use of Activities, etc).
Regarding getting to know bank policies, we have a messaging service based on Slack that advisers can use to ask specific policy questions from other advisers (eg; who is lending over 80% LVR at the moment). We also have a database with all the bank policies loaded so advisers can get an overall picture of each bank’s lending criteria.
After a deal has settled, I review a random assortment of applications and give feedback to Brett for any new training that is required. I think, in compliance terms, both Brett and I act as the first line of defense for compliance.