Overview
Be there when our brokers need us in a way which suits them. Youll mostly be chatting to our brokers on the phone or by email.
Handling queries with confidence whether its about our products, services, or anything else they need.
At times you will assist with payments of proc fees; registering brokers; providing technical MAPS support; and reporting MI. You will support the team with allocated tasks, promotional research activity, application escalations and case updates. You will comply with MCOB/FCA/PRA regulatory governance and internal controls and procedures. You will contribute to a specified minimum capture rate on all inbound calls, ensuring adequate call cover is provided during working hours. You will assist ISSTM and Senior RDA with colleague training. You will maintain a minimum productivity percentage on the daily IST utilisation report, while maintaining low hold, wrap up and personal time. You will assist Business Development Managers with application escalations and B2B complaints when required. You will register ARs and DAs accurately and update internal systems with any network updates for broker leavers, joiners or amendments. You will review manual product switch illustration requests to ensure they are completed accurately by the broker.
Responsibilities
* Be there when our brokers need us in a way which suits them. Youll mostly be chatting to our brokers on the phone or by email.
* Handling queries with confidence whether its about our products, services, or anything else they need.
* Assisting with payments of proc fees; registering brokers; providing technical MAPS support; and reporting MI.
* Supporting the team with allocated tasks, promotional research activity, application escalations and case updates.
* Complying with MCOB/FCA/PRA regulatory governance and internal controls and procedures.
* Contributing to a specified minimum capture rate on all inbound calls, ensuring adequate call cover is provided during working hours.
* Assisting ISSTM and Senior RDA with colleague training.
* Maintaining a minimum productivity percentage on the daily IST utilisation report, whilst maintaining low hold, wrap up and personal time.
* Assisting Business Development Managers with application escalations and B2B complaints when required.
* Registering ARs and DAs accurately and updating internal systems with any network updates for broker leavers, joiners or amendments.
* Reviewing manual product switch illustration requests to ensure they are completed accurately by the broker.
Qualifications
* Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our brokers.
* An infectious team spirit whos ready to collaborate and share ideas.
* A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard regardless of the audience.
* Someone who can work under pressure when call volumes are high and set timescales and deadlines for administration tasks to be met.
* A customer centric person who holds a genuine interest in brokers and their needs.
* Flexibility, therell be times when well need you to step up to help your team and other teams, especially during our busy times.
* Previous experience delivering great customer service.
* Initiative - someone whos able to assess and initiate things independently.
* A curious mindset, youll be ready to learn and grow, open to challenges and developing new skills.
* Youll need to be fluent in the Societys Lending Policy and products.
* Experience within a lending environment preferred
* Experience in a financial customer service environment is desirable.
* Experience of working in a telephone-based Sales and Support Team is desirable.
* Disability Confident
Benefits & Inclusion
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
At the West Brom, we know solid futures don\t happen overnight. So, whether our customers are looking to own their first home or have savings they can rely on, we\ll do everything we can to help them build the life they want bit by bit. We\re all about customer experience, which means we do the right thing, not just the easy thing. Whatever your role, you\ll put the customer at the heart of everything you do and make a positive lifelong impression.
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