Administration Support

3 months ago

Nelson, United Kingdom Marsden Building Society Full time

**We have a new vacancy within our Broker Support team**

Have you thought about working in the mortgage world but don’t have CeMap, then this is your opportunity

**Why the Marsden?**

Our recent survey positioned us at:

- 8th for Best Companies to Work for in Financial Services
- 27th for Best Mind-Sized Companies to Work for in the UK
- 28th for Best Companies to Work for in the North West

Our customers tell us that we are friendly, trusted and reliable. We pride ourselves on highly personal service, contactable staff and the ability to make a difference to all our members. Being part of a valued team you will share this special customer journey with them.

As Administration Support you will promote the Society by raising awareness of our products, criteria and service to the intermediary community, whilst building strong relationships with all firms to encourage new and repeat business.

**What are we looking for?**

As the first point of contact for all telephone broker new business enquiries an ability to provide excellent customer service is essential alongside a passion to do more and enjoy both the challenges and rewards that come from these interactions.

We are looking for our next team member to have GCSE Maths and English (Grade C or above), an understanding of MCOB, MCD, PRA, FCA, GDPR, money laundering and data security. There is also the option to begin studying towards a CeMap qualification which could allow you the opportunity to progress within the Marsden.

**What are you waiting for?**

If you enjoy giving great customer service then why not come and join our team.

We can offer great benefits:

- A salary between £23,205 - £25,800 per annum (£12.75 - £14.18 per hour)
- 23 days holiday which increase on length of service plus bank holidays
- Hybrid working, home / office
- Generous contributory pension scheme
- Life assurance scheme (6x annual salary)
- Simply health level 2 cash plan
- Employee assistance programme
- Lifeworks benefits and wellbeing app
- Free onsite parking

**What you need to do?**

**Part 1 - Job Description**

Job Title: Administration Support
Reports to: Broker Support Team Manager
Liaises with:

- Internally all staff at all levels for new business-related queries
- Externally Intermediaries for new business and CRMP enquiries
- Internally Intermediary Steering for new business development

**Our five core values define what we’re all about and what makes us tick**:

- **Make a lasting impression - **leave people better than before you found them
- **Proud of our past and excited about our future - **make sustainable decisions that last for generations
- **Passionate about people -** be warm, straight talking and genuine
- **Work together -** be a team player, celebrate success, be supportive and give your all
- **Deliver on promises - **if we say we’ll do it, we will

**Individual Conduct Rules**
- You must act with integrity
- You must act with due skill, care and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
- You must act to deliver good customer outcomes for retail customers

**1. Main Purpose of the Job**:
**2. Duties & Key Responsibilities**

**Administration Support**:

- Process all broker ESIS illustration requests within SLAs
- Reconcile the Worldpay fee collection and balancing daily and then submit to Finance
- Manage Intermediary mail responding to queries within published SLA’s
- Reconcile and pay procuration and marketing fees in the absence of the Intermediary and Product Manager
- Carry out AIP’s by utilising your CRMP knowledge and communicate your decision to the broker, ensuring adhering to published SLA’s

**“First touch” intermediary call handling**:

- Be the first point of contact for all telephone broker new business enquiries
- Respond to broker enquiries, provide initial lending decision based on CRMP and encourage AIP service
- Refer any unusual/complex cases to the Senior Lending Manager which you are happy to recommend (using referral template)
- Onboard brokers into broadcast
- Business volumes permitting make outbound calls to increase business volumes

**Respond to and meet with regulatory requirements**:

- Understand and interpret FCA, PRA, MCOB and MCD requirements in relation to mortgage enquiries. Keep up to date with changes to CRMP and Society policies.

**3. Dimensions & Limits of Authority**
A flexible attitude is required to respond to the change needs of the Society and plan own work to meet objectives / tasks.

**4. Standard Clauses**

Confidentiality
Working within the Society the post holder may gain knowledge of confidential matters; such information must be regarded as strictly confidential and not disclosed further. Failure to observe this confidentiality clause could result in disciplinary action.

Codes of Conduct an

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