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Network JLM introduces online consumer fact find and web chat

  • 17/01/2018
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Network JLM introduces online consumer fact find and web chat
JLM Mortgage Services, the mortgage and protection network has urged advisers to embed technology in customer engagement as it adds an online fact find and web chat function to its website.


The Virtual Adviser service – offered on the homepage of its website at – can be marketed as a ‘robo-advice’ proposition to consumers ready to engage with an online adviser.

With no registration page, consumers looking for residential or buy-to-let mortgage advice input fact find details in a web chat style format and after a few questions are shown some products they are eligible for. Customers are encouraged to continue by web chat or speak to an adviser at this point.

Users can have a mortgage illustration in their inbox in five minutes by completing the simple, three-stage process that filters down to more specific details to refine the product list.

At the end of this part of the process, the client can then either choose to stay online with the Virtual Adviser, providing further details in order to secure a more specific quotation, or they can choose to speak to a JLM adviser directly through live chat or by phone.

JLM has 45 advisers across mortgage, protection and wealth specialisms in seven Appointed Representative (AR) firms.

Rory Joseph, director of JLM Mortgage Services, (pictured right) said: “We believe the launch of Virtual Adviser is a first in the mortgage network market and sets the bar incredibly high for robo advice propositions. The team at JLM have been working on this launch for some time as part of enhancing our customer-facing proposition, and it’s thrilling to be able to present this to market.

He added the service is another string to its bow in providing an all-encompassing service to customers and is about ‘helping advisers access clients in a variety of ways.’

“We’ve developed Virtual Adviser as a simple, easy to use proposition that allows customers to begin the mortgage process on their terms at their own convenience, be that simply comparing initial mortgage product details or producing a full mortgage illustration.”

Sebastian Murphy, head of mortgage finance at JLM Mortgage Services, (pictured left) said: “We believe established advisers have a competitive advantage in terms of their experience and their understanding of client’s often complex wants and needs. However, thinking of our own ‘purchasing’ experience, we know that the convenience of (at the very least) starting the process online can be very appealing to large numbers of clients.”

This is a non-negotiable part of the complete adviser package, added Murphy.

“This launch is not the end of our work in this area; JLM will be enhancing the system and will continue to develop the proposition to ensure it is fit for purpose and can work for both our advisers and their customers,” he said.

This follows London and Country’s automated online advice service launch before Christmas.


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