Job Title: Broker Support Manager (12-month FTC covering maternity leave)
Location: Watford
Salary: Up to £50,000 depending on experience
Hours: Monday to Friday 9 am to 5.30 pm
Benefits:
- Contributory Pension scheme
- Private Medical Healthcare
- Life Assurance
- Dental Plan
- Free eye tests
- Annual leave purchase scheme
- Social events
- Refreshments
- 23 days annual leave with bank and public holidays on top
- Perk box
- Superb development opportunities
About the position - Broker Support Manager
As a Broker Support Manager, you will be responsible for managing a team of broker support assistants, supporting broker partners across all aspects of the product lifecycle for both residential mortgages and second-charge mortgages. Your role will include dealing with enquiries from initial registration, criteria and product enquiries, referrals for cases outside of criteria, income referrals, and assistance with the user experience of the broker portal. You will ensure all inbound calls and emails to the Broker Support Desk are dealt with within agreed SLAs and associated follow-up where required.
Responsibilities for the role - Broker Support Manager
- Relationship Development: Support and develop relationships with introducers (specifically mortgage introducers, clubs, networks, and packagers) to support the delivery of new business targets and customer service SLAs.
- Business Enquiries Handling: Speak to introducers and handle new business enquiries, including criteria and case submission queries.
- Broker Assistance: Assist broker partners with any aspect of broker registration, and case submission requirements, and provide support/guidance on using our broker portal.
- Case Referrals: Handle case referrals where enquiries sit outside of standard criteria and be a point of approval for accepting exceptions.
- Pipeline Management: Monitor and track case pipeline and follow up with brokers where appropriate.
- CRM System Management: Ensure that any reports/CRM system is kept up to date, accurately recording the discussions/activities.
- General Support: Support with general areas such as criteria updates, sourcing system maintenance, and broker databases (e.g., marketing list).
- Sales Opportunities Identification: Identify sales opportunities for referral to an appropriate sales team member.
- Active Case Management: Actively manage cases in the CRM to ensure the pipeline is kept up-to-date and accurate.
- MI Reporting: Produce ad-hoc MI as and when required.
- Team Management: Manage broker support assistants to ensure delivery of KPIs, SLAs, and business targets.
- UAT Testing and System Development: Support the business with UAT testing and input into system development as and when required.
- Policy Adherence: Implement and adhere to T&C policy for your team.
Experience and skills required for the role - Broker Support Manager
- Demonstrated leadership experience in a similar role within the financial services industry.
- Good understanding of the residential and second-charge lending products
- Strong communication and interpersonal skills with the ability to develop and maintain professional relationships.
- Ability to efficiently manage multiple tasks and queries with a high level of accuracy.
- Proficient in using broker portals
- Commitment to delivering excellent customer service and meeting agreed SLAs.
- Able to start asap ideally
For more information regarding the role of Broker Support Manager please contact us
Stellar Select is acting as an employment agency and is a corporate member of the REC.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.