Responsible for: Building on the already existing relationships Knowledge Bank has with its lender partners. Providing expert support and feedback on how to maximise the opportunity with Knowledge Bank. Ensuring that all assigned lender accounts are engaged with Knowledge Bank and supporting brokers.
Location: Farnborough (The Hub) – office based with 1 day per week working from home
Hours: Full time, Monday to Friday, 9am–5.30pm
About the role
We’re looking for a Telephone Account Manager to manage and grow relationships with our lender partners. This role is focused on helping lenders increase their results with Knowledge Bank by improving how they use our technology, engage brokers, and promote their criteria effectively.
You’ll manage a portfolio of at least 50 lenders, working with them throughout the year to review performance, strengthen adoption of our tools, and ensure they meet agreed service levels. You’ll be a trusted point of contact who understands their goals, challenges their thinking where needed, and helps them get more value from Knowledge Bank.
This role suits someone with mortgage or financial services experience who enjoys relationship management, understands lender priorities, and is comfortable balancing commercial objectives with excellent service.
Company Overview
Knowledge Bank is the UK’s largest database of mortgage lending criteria with over 270 lenders across Residential, Buy to Let, Second Charges, Self-Build, Equity Release, Bridging and Commercial displaying their lending policy to thousands of brokers via the system. Multi-award winning, Knowledge Bank has fostered excellent relationships across the industry amongst lenders, brokers, networks and clubs to deliver unbeatable services and user experience into the intermediary market across a variety of platforms and services.
What you’ll be doing
Your work will support both our internal teams and our broker and lender customers. Key responsibilities include:
* Managing a portfolio of lender accounts across Knowledge Bank
* Building strong working relationships with key contacts, including champions, influencers, budget holders and decision makers
* Working with lenders to increase engagement, visibility and sales through Knowledge Bank
* Supporting lenders to meet agreed SLAs and performance expectations
Quarterly reviews & strategy
* Leading structured quarterly account review meetings
* Reviewing performance data, usage and outcomes with each lender
* Identifying opportunities to improve results and increase return on investment
* Agreeing clear actions and next steps following each review
* Working closely with the Sales Director on account strategy and retention
Technology & criteria optimisation
* Reviewing lenders’ existing technology stack and how Knowledge Bank fits within it
* Identifying opportunities to improve how lenders present and manage criteria
* Driving adoption and effective use of the Interactive Criteria Guide
* Working with internal teams to support criteria improvements and system optimisation
* Promoting the use of Notify across lenders and brokers
* Supporting lenders in understanding how Notify can increase engagement and conversions
* Sharing best practice and success stories to encourage wider adoption
What we’re looking for
* Has experience in the mortgage or financial services sector
* Is confident managing multiple accounts and stakeholders
* Enjoys helping partners grow their results, not just maintaining relationships
* Is comfortable discussing performance, usage and improvement opportunities
* Communicates clearly and professionally by phone and email
* Is organised, proactive and able to work calmly under pressure
Skills & experience
* Strong administration and data entry skills
* Good time management and ability to prioritise and organise medium term and long term targets and goals
* Confident using Microsoft Excel and other office systems
* Fast and accurate typing – attention to detail
* Clear and friendly communication skills
You’ll play a key role in shaping how lenders succeed on our platform. This is a visible, relationship driven role with real influence over growth, adoption and long-term partnerships supported by a collaborative team and a market leading product.
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