Relationship Development Assistant

West Brom Building Society; West Bromwich; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

25 days holiday plus BH

Pension scheme

Private medical insurance

Life assurance

Volunteering days

Electric/Hybrid car scheme

Perkbox membership

Job summary

West Brom Building Society is seeking a Relationship Development Assistant to join our West Bromwich office. You will provide excellent broker-focused service by phone and email, handle payments and MAPS support, and report MI while keeping systems up to date.

This role demands a customer-centric approach, initiative, and calm communication under pressure. Permanent, 35 hours/week, salary £26,010 rising to £26,899 after probation, located in West Bromwich.

Qualifications

• Experience in lending environment is preferred.
• Experience in financial customer service is desirable.
• Fluency with the Society’s Lending Policy and products is required.

Responsibilities

• Provide high-service levels to brokers via phone or email.
• Assist with broker payments, registrations and MAPS support.
• Record and report on MI; manage tasks and escalations.
• Support Business Development Managers with escalations and complaints.
• Maintain accurate broker and product records in internal systems.

Skills

Positive attitude

Team spirit

Clear communicator

Work under pressure

Customer centric

Initiative

Learn and grow

Knowledge of lending policy

Experience in financial customer care

Telephone-based service

Tools

MAPS

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

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.
• Previous experience delivering great customer service.
• 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 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.

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 fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We’re proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employers are the heart of bringing our new vision to life- where our customers and communities own a more secure future. Everyday, through the work they do together and the care they show, they’re helping turn that vision into real and lasting.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at [e-mail].

*Please note – We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.