Relationship Development Assistant

the West Brom; Birmingham; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

The West Brom is seeking a Relationship Development Assistant for its Birmingham area. The role focuses on delivering excellent broker service, handling inquiries by phone or email, and supporting payments, registrations, and MI reporting.

You will help maintain regulatory standards and assist with escalations, training, and team tasks in a 35-hour work week at an on-site location in West Bromwich.

Responsibilities

• 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.

Job description

Relationship Development Assistant

Salary: £26,010 rising to £26,899 upon successful completion of probation

Hours: 35 hours per week

Contract: Permanent

Location: Office: West Bromwich, Birmingham, B70 8AF

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.

Proud member of Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.