My day in the bank kicks off with daily staff huddle

Ann Callan says that a mortgage is probably the biggest loan commitment most people will ever make and that her role in guiding customers through the mortgage process requires her to be supportive. She tells Nigel Tilson that the most rewarding part of her job is seeing the delight on first time buyers' faces when they get the keys to their first home

Ann Callan: 'The banking sector provides a great and varied career. You could work for a bank all your life and feel as if you've had three separate careers.'

THE POSTHOLDER: Ann Callan

THE POST: Ulster Bank mortgage specialist, Newry

Outline your career to date.

I joined Ulster Bank in 1986 and was based at University Road in Belfast for five years.

After that I moved to Newry and have been with Ulster Bank in Newry for 16 years.

I have worked in all aspects of retail banking including cashier, student officer, accounts clerk, manager's clerk and I'm currently a customer adviser specialising in mortgages.

What does your role at Ulster Bank entail?

As customer advisor my role involves ongoing contact with all personal banking customers, offering them a full financial review at least once a year.

However, since September, 2005, I have mainly specialised in mortgage lending.

I'm one of a network of Ulster Bank mortgage specialists across Northern Ireland.

What skills does your job require?

First and foremost the job requires strong interpersonal skills.

You need to be 'people-friendly', patient and honest.

A mortgage is possibly the biggest loan commitment of anyone's life, therefore you need to be empathetic and supportive.

In addition I explain how the whole process works as simply as possible, breaking down all the jargon usually associated with mortgages so that customers understand exactly what they are undertaking.

Of course, all this is done while still adhering to the rules governing mortgage lending.

A mortgage interview can be a very daunting experience, especially for first time buyers.

Therefore I make an extra effort to ensure that first time buyers follow the mortgage process from start to finish so that they fully understand what happens at each stage. Technical skills are also important.

Our group mortgage system, which collects customers' information electronically, requires technical competence.

Ulster Bank also has a new fast-track application process for re-mortgages which will vastly improve customer service.

What is the most rewarding aspect of your job?

It is definitely when first time buyers get the keys to their first home and I see the delight on their faces, or when I save customers' money when they move to us from their previous lender.

Describe a typical day.

The day kicks off with a daily 'huddle' just before opening time with all the staff.

This gives everyone an opportunity to be aware of any changes or up-to-date information on new products amongst other things.

It also gives the branch manager an opportunity to praise anyone for making a particular effort the previous day.

I then work through the day's appointments, in between which I answer telephone calls and e-mails from customers regarding any query relating to their mortgages.

A typical day also involves talking to underwriters, solicitors and valuers who may be involved in ongoing cases to ensure that they are all making progress.

On top of that I am on hand to deal with customer enquiries at the counter and I process any applications which are proceeding so that we can have agreement on a mortgage application within 24 to 48 hours.

Customers like the fact that I can facilitate them with an early morning or late evening appointment so that their working day is not disrupted.

What opportunities are there for career progression in your line of work?

Ulster Bank is a big organisation with around 6,000 people employed on the island of Ireland, so there are lots of opportunities within the bank.

The banking sector provides a great and varied career.

You could work for a bank all your life and feel as if you've had three separate careers.

What advice would you give to someone thinking about pursuing a career in retail banking?

I would advise them to go for it.

I would have no hesitation in recommending retail banking as a career, as it is so varied and provides so many opportunities.

The front line retail bank is only the 'tip of the iceberg' as there are so many potential avenues to follow.

The retail bank is made up of a vast number of different departments, all working together for the benefit of the customer.

With affordability in the housing market so difficult, what advice have you been giving to first time home buyers?

My experience from day-to-day dealings with potential clients looking for a mortgage is that the market has changed dramatically in the past six months and has become a seller's market rather than a buyer's market.

There are very few streets in Northern Ireland without a 'for sale' sign at the minute and I believe that the buyer is now in a great position.

Buyers can now negotiate, so they shouldn't be afraid to start their bidding low and move upwards if required.

With our 100% first time buyer mortgage product, in the current market I believe that first time buyers are now better positioned than they have been for a number of years to get on the property ladder.

Are there any major Ulster Bank mortgage initiatives planned in the coming months?

We have invested heavily in our mortgage offering and in the service that we provide to mortgage customers.

In recent months we have also run a number of initiatives to communicate to customers that we are a leading provider of mortgages.

This has included a special Ikea-themed offer which provided anyone switching their mortgage to Ulster Bank with 250 of Ikea vouchers to spend in the Swedish furniture giant's new store which has just opened close to George Best Belfast City Airport.

Mortgages continue to be a big priority for us and we will be launching further initiatives in the months to come.

What do you do outside of work?

I love to travel, walk and read.

Recently I had my first experience in a microlight and I'm seriously considering taking up lessons.

Who has inspired you most in your career?

I have been very fortunate to have had branch managers who have encouraged and motivated me throughout my career.

They have provided me with the necessary training and development and I owe them a lot.

I have enjoyed working with Ulster Bank for 21-plus years and my current role as mortgage specialist is by far my favourite.