Broker Support Assistant

7 months ago

Watford, United Kingdom West One Loans Full time

**Key Accountabilities**
- To support the development of relationships with introducers to the BTL division (specifically mortgage introducers, clubs, networks and packagers) to support delivery of new business targets and customer service SLA’s.
- To support the wider sales function with all Bridging administrative tasks to ensure SLA’s are met.
- Speaking to our introducers and handling new business enquiries, with expert knowledge of West One’s BTL and Bridging products, criteria, referral process and lending appetite which is essential to the role to be able to assess enquiries.
- Assisting broker partners with any aspect of broker registration, how to register, where is useful information/forms, using the broker portal, problem solving issues, case submission requirements and any other guidance in progressing an enquiry into underwriting.
- Monitoring, tracking and updating case pipeline and following up with brokers where appropriate.
- Support with general areas such as criteria updates and broker databases e.g. marketing list.
- Identify sales opportunities for referral to an appropriate sales team member or stakeholder as appropriate.
- Ensure knowledge of wider Group products and criteria to identify opportunities for cross product sales.
- Ensuring that any reports/CRM system is kept up to date, accurately recording the discussions/activities.
- Ensure up to date knowledge of competition (e.g. products, criteria, etc) which is essential to the role.
- Maintain knowledge of general market as applicable/where enables and/or impacts sales e.g., basic mortgage definitions, current mortgage market trends/news.

Key tasks include:

- Answering the phone within SLA for all BTL enquiries
- Answer the overflow of calls for Bridging enquiries
- Understand and be able to articulate the product features and benefits across both BTL & Bridging products including but not limited to, products available, rate/fee options, loan calculations
- Where sales opportunity is identified, ensure the regional BDM team are notified to make introductions
- Assess BTL & Bridging packs received from brokers to ensure they meet the minimum requirements to be passed to underwriting and complete any required administration
- Support brokers looking to become registered to be access West One’s BTL & Bridging products, including explaining the registration process, setting the firm/broker up on the system, providing any literature which will be required, updating any relevant systems
- Support the needs of the business as required.
- Support regional teams with enquiries where capacity issue occur, i.e. annual leave, sickness, etc.
- This list is not exhaustive and the duties are liable to change from time to time in line with the needs of the business_

**Skills & competencies**
- Pass internal competency tests post induction.
- Good telephone manner and able to article yourself well.
- Ability to multi-task to ensure SLA's are met.
- Excellent call handling, listening, and influencing skills.
- Logical and organised, good administration skills and work efficiently.
- Approachable, resilient and flexible, ability to stay calm under pressure

**Knowledge & Qualifications**
- Previous experience of building relationships or supporting clients over the telephone would be highly desirable.
- Knowledge of bridging finance and/or buy to let finance preferable.
- PC Literate with a good knowledge of Outlook, Word, Excel and PowerPoint

**Personal Attributes**
- Ability to analyse and present complex information in a clear, relevant and interesting way.
- Strong communication both written and verbal.
- Team player - ability to work on own initiative, solo and as part of a team.
- Punctual, well organised with good administration skills.
- Proactive and able to identify and highlight areas of opportunity or improvement and advise on actions required

**Values - CREDIT**

**C**

Customer - Customers are our primary focus

**R**

Results - Results matter, create value every day

**E**

Energy is contagious, Share it

**D**

Developing our people makes us different

**I**

Invent the solution - be proactive

**T**

Teamwork - Together we can build the business

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Private dental insurance
- Private medical insurance

Schedule:

- Monday to Friday

Work Location: In person

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