Agency Enquiries Agent

1 week ago

Cardiff, Cardiff, United Kingdom Legal & General Full time
Your role at a glance
We have a super opportunity for an Agency Payment Analyst to join the team.


You will monitor and record payments of commission to all Sales Channels ensuring both payment and statements are issued in a timely manner.

All procuration fee payments made into the L&G Mortgage Club are prepared, allocated and reconciled accurately and efficiently.

In addition, providing excellent service to all internal / external customers and Intermediaries in respect of investigation and processing ensuring all regulatory requirements are adhered to.

What you'll be doing

  • Accurately preparing and processing scans of Lender procuration fee data against the Mortgage Club database to enable accurate payment of Lender cases to the Societies Intermediaries within the required SLA. This includes the migration of data from various formats into acceptable formats for the Societies systems to process
  • Ensuring that the unverified database is regularly reviewed and investigated, to ensure payment is made to the appropriate Intermediaries in a timely manner via liaison with the Lender and/or Intermediary
  • Maintaining regular housekeeping and data cleansing of the Mortgage Club database in order to minimise the risk to the Society of invalid or fraudulent activity.
  • Investigating all control reports that identify potential problems with commission or agency records highlighting any manual errors or system anomalies, thus preventing incorrect commission payments or agency reporting, recoveries and earned commission information being applied.
  • Accurately performing a range of administrative functions within the Commission Payments systems, ensuring regular maintenance and reviews are carried out; including awareness of appropriate authority levels and monitoring of daily and monthly data downloads.
  • Understanding, resolving and responding to all referred Commission and procuration fee queries within the agreed SLA, projecting a professional customer care approach and excellent service to all Legal & General Intermediaries at all times.
  • Providing assistance to our front office Agency Enquires Team when required in providing cover for the telephone helpline and able to be able to deal with all commission related queries ensuring an ongoing service excellence is maintained to all our customers throughout
  • Possesses a working knowledge of all tasks undertaken by the team and work together to achieve team objectives and to perform to agreed SLA standards and business objectives in respect of quality, quantity and timeliness ensuring achievement of all times of the Society's principles on Customer Experience, Everyday Matters, Our Strategy, Employee Engagement and Treating Customers Fairly.
  • It is a requirement of Legal and General that its employees are aware of and conform to legal requirements in all activities both internal and external. Implicit in this is that all managers and staff not only conform to the appropriate standards in terms of Health and Safety, but also work to the highest standards of business.
  • Ensuring that all customers/stakeholders are treated fairly in line with Legal & General's principles on Customer Experience, Everyday Matters, Our Strategy, Employee Engagement, Continuous Improvement and TCF policy (see below)
What we're looking for

  • Good desktop skills around Microsoft Office in particular Word & Excel.
  • Awareness of the Commissions system and interact with other Agent Remuneration affected systems and teams processes.
  • A working knowledge of the key systems is crucial: Mainframe, Mortgage Club, Microsoft Office, Common Agency Database, Access 2000Money Out, RBS Online Banking / , EDM Data Warehouse, and FSA Website
  • An understanding of Anti Money Laundering, Treating Customers fairly and DPA procedures, as well as Complaints Awareness and referral/escalation routes.
  • Awareness of FSA Principles and the various structures.
  • Full understanding of procuration fee calculations as well as general commission routines for Legal & General products.
  • Reconciliation of procuration fees
  • Liaison with Lenders/Agency Partners
  • Manual amendment of commission
  • Update and amendment of payment route details
  • Commission statement facilitation
  • Electronic data storage
  • Provision of commission data
  • Preparation and distribution of Procuration Fee reports
  • Quality checking
  • Task authorisation
  • Complaint handling
  • Awareness of the "market", our Competitors and Sales Channel requirements. Differences between Tied, Independent Advisers, Wealth, Mortgage and Protection, General Insurance, ESF, LGAS and our Business Partners as well as an awareness of how these all support overall achievement of goals.
  • Be aware of own Department and FRO objectives.
  • Have a general awareness of what other areas do and how to contact them if required.
  • Understands how the Department fits into the organisation as a whole and the role they play. Keep up to date with changes within t

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