Relationship Development Assistant

The West Brom; West Bromwich; On-site; GBP 21,000 - 32,000; Full time

Job summary

The West Brom in West Bromwich is seeking a customer-focused professional to handle queries across products and services, ensuring confident responses and a positive customer experience.

You will assist with payments, broker registrations, and provide MAPS support while contributing to timely case updates and MI reporting. This role emphasizes regulatory governance and strong teamwork to maintain high service levels.

Qualifications

• Strong customer service and communication skills.
• Familiarity with broker registrations and payments handling.

Responsibilities

• Handle queries with confidence across products and services.
• Assist with payments of proc fees; register brokers; provide MAPS support; report MI.
• Support the team with allocated tasks, case updates and escalations.
• Maintain regulatory governance and internal controls.

Skills

Customer service

Communication

Regulatory awareness

Job description

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.

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.