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A day in the life of… Peter Trinci, mortgage helpdesk manager, First Complete

My alarm goes off at…

…around 6am, but I often press the snooze button for an extra few minutes’ lie-in.

I can’t leave the house without…

…giving our beautiful, white Chinchilla Persian cat, Sia, a ham treat. She gives me hell if I don’t.

I get to work by…

…8.30am. I live 45 minutes from the office but I car-share every day with two colleagues on the Mortgage Helpdesk; it’s a great way to commute in! We’re doing our bit for the environment but it also means we can discuss any work challenges we may be experiencing, offer each other advice and put the world to rights at the same time. It ends up being a very productive journey!

The main purpose of my job is…

…to help First Complete and Pink ARs to place safe, compliant mortgage business with the networks’ lender panel. I’ve been in this role for over 12 years, having joined from Allied Dunbar where I’d worked in various mortgage-related roles for 25 years.

My typical day…

…always starts with reviewing my to-do list. Then I prepare for lender meetings and calls to keep abreast with criteria, product changes, services or potential exclusive products for the network. I’ll then respond to Mortgage Helpdesk queries. We receive over 130 every day and these can be about where to place a case, lender criteria, products or the sales process. Finally, I prepare the Mortgage News Round-Up, which is a daily email sent to all our advisers.

People may not know that I’m responsible for…

…ensuring our network lender propositions are correctly promoted on the Trigold Prospector sourcing system.

A common misconception about my job is …

…that we are able to help place every mortgage enquiry that we receive. Although the team works tirelessly to support the networks’ advisers and their clients, unfortunately it’s not always possible.

My favourite work memory is…

…receiving the networks’ Outstanding Contribution to
Service award in 2014/5. It was great to be recognised by my employers and peers and I’m very proud of the achievement.

A perk of the job is…

…I get to speak to many of the networks’ advisers and our lender relationship managers on a regular basis. Not only does this enable me to build strong relationships with them but I feel like I’m always learning something new when I speak to them.

To unwind after work I like to…

….enjoy a large glass of Merlot while watching some sport. I’m a big rugby fan, but also enjoy football and American football. Poker is another pastime of mine and I occasionally play the odd hand of Texas Hold’em Poker.

My role in five words is…

…to provide a world-class service.

The best thing about the mortgage industry is…

…first of all, that it provides people with the opportunity to own their home. I believe it’s important that everyone has the security that comes with being a homeowner. Due to a shortage of affordable homes, homeownership is at an all-time low. However, I’m proud that the mortgage industry is working to address this. I also feel proud to play a part in it. When I can help one of the networks’ advisers to place a difficult enquiry, it’s satisfying to know that we’ve been able to successfully help another person to get on the housing ladder.

Second, the industry is constantly changing, which means I’m always on my toes. However, I love that I am constantly learning something new and updating my knowledge on new products and lenders that are launching.

Finally, it’s the people who work in the industry! Many, like me, have worked in mortgages for many years, so it almost feels like a big family and one that I’m very proud to be a part of.

Peter Trinci is mortgage helpdesk manager at First Complete and Pink

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