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Telephone Account Development Manager

Posted 2 January by The Northview Group Ended

Overall Purpose of Job

A telephone based Account Development Manager, focussed on building and developing successful relationships with mortgage intermediaries, through inbound and outbound telephone activity.

Working alongside a field based Account Development Manager within a defined geographical sales area, to ensure that mortgage intermediaries receive the best possible sales support, in relation to Kensington’s products and criteria and how they meet the needs of potential customers.

Key Accountabilities

Customer and Relationship Management

  • To ensure that Kensington Business Development Unit is seen as a centre of excellence for broker sales support and are the first port of call for mortgage intermediaries when dealing with a Specialist case
  • To manage inbound call volumes within agreed service levels, ensuring that relationships are developed through dynamic questioning techniques and effective cross-selling of Kensington’s offering wherever possible
  • Providing pre-application submission support to brokers using Kensington’s online portal, in respect to both general technical assistance and review of declined/referred applications, in order to convert to quality submissions
  • To work alongside the sales region’s field based business development manager, in order to devise a structured outbound calling plan in line with the relevant account segmentation
  • To use appropriate questioning techniques, carrying out a fact find to establish account background ie business volumes and customer base
  • Provide direct support and assistance to the new business operations team where required to ensure a seamless quality service to mortgage intermediaries
  • Attend external exhibitions/events as required to develop Kensington’s presence in the wider broker community

Process Management

  • To work alongside the sales regions field based business development manager in segmenting relevant databases to maximise contact strategy within field, BDU or campaign teams
  • To utilise CRM to plan pro-active calling and record relevant account

Risk and Compliance Management

  • To ensure your responsibilities regarding Treating Customers Fairly, the Prevention of Financial Crime (including money laundering, identification and reporting of fraud) are carried out effectively and in accordance with the Company’s internal policies
  • Notify HR & DRTL of any changes in personal details and be fully conversant with the Departmental DR policy and procedure

Experience, Knowledge, Skills

· COMPETITOR AWARENESS - Demonstrates knowledge of main competitors and their service levels/key products and criteria. Uses this information when selling NVG proposition

  • PRODUCT KNOWLEDGE - Possesses a detailed knowledge of the product ranges, able to positively promote the key selling points of the individual products
  • CRITERIA KNOWLEDGE - Has a detailed knowledge of lending policy and underwriting processes and is able to apply this to new business enquiries
  • COMMERCIAL AWARENESS - Is able to display an informed knowledge of market conditions and regulation issues when holding conversations with internal and external customers
  • Regulatory Knowledge as applicable to role
  • To act with integrity at all times and promote good customer outcomes through structured broker support

Required skills

  • Business Development
  • Customer Service
  • Sales
  • Telephone Manner

Reference: 34113715

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