Relationship Development Assistant

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This range is provided by West Brom Building Society. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from West Brom Building Society

Salary: £25,010 rising to £25,864 upon successful completion of probation

Hours: 35 hours per week

Contract: Permanent

We’re made for each other

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.

What you’ll be doing:

• Providing a service so good that our brokers shout about us.
• Be there when our brokers need us in a way which suits them. You’ll mostly be chatting to our brokers on the phone or by email.
• Handling queries with confidence whether it’s 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.

What we’re looking for:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our brokers.
• Someone with an infectious team spirit who’s 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, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Initiative – someone who’s able to assess and initiate things independently.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills.
• You’ll need to be fluent in the Society’s Lending Policy and products.
• Experience with in 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.

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible.
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year.
• 2 paid volunteering days a year.
• Living Pensions:
  Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%.
• Enhanced maternity, paternity and adoption leave with paid…