Join to apply for the Customer Success Agent role at Knowledge Bank
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Join to apply for the Customer Success Agent role at Knowledge Bank
Responsible for: This role focuses on managing relationships with lenders and mortgage brokers to drive engagement and growth for Knowledge Bank. It involves strengthening partnerships, delivering insights to demonstrate value, supporting sales and retention efforts, and educating users through webinars and presentations. The role also requires market analysis and reporting to inform strategy. The successful applicant will be tasked with ensuring proper use of the systems built by Knowledge Bank.
Business Area: Central / Head Office
Functional relationships:
Location: Remote working policy is in place with office days to meet business demands and regular collaboration days in the Berkshire area. Quarterly team meetings held off-site in the Midlands.
Hours: Full Time – 9am to 5.30pm Monday to Friday
Company Overview
Knowledge Bank is the UK’s largest database of mortgage lending criteria with over 265 lenders across Residential, Buy to Let, Second Charges, Self Build, Equity Release, Bridging and Commercial displaying their lending policy to thousands of brokers via the system.
Multi-award winning, Knowledge Bank has fostered excellent relationships across the industry amongst lenders, brokers, networks and clubs to deliver unbeatable services and user experience into the intermediary market across a variety of platforms and services.
Role Overview
The Customer Success Agent will support our sales efforts across both mortgage brokers and lenders. This role is key to strengthening relationships, driving engagement, identifying sales opportunities and ensuring our clients see long-term value from our platform.
You will work closely with lenders to build on initial sales, ensuring continued investment and growth, while also fostering relationships with brokers and networks to increase adoption and engagement of the Knowledge Bank Platform. You work closely with the Sales Director to identify opportunities and potential partners who fit the strategic goals of the business.
Responsibilities
Lender Relationship Management
* Maintain and strengthen relationships with lenders who have invested in our platform
* Identify opportunities to upsell and expand their usage of our services.
* Provide insights on platform performance, broker engagement, and market positioning to demonstrate ROI
* Understand and identify lender goals and targets within the market
Broker & Network Engagement
* Develop and maintain relationships with mortgage brokers and networks, ensuring they are fully engaged with the platform
* Provide training, guidance, and support to help brokers integrate our solutions into their business
* Gather feedback from brokers to improve our offering and address market needs
* Work with our introducers to ensure consistent and maintained endorsement of the Knowledge Bank platform
* Identify and attend relevant industry events
* Work with business support and sales director to maximise sales opportunities from both lenders and brokers
* Identify and act on opportunities to increase lender participation in our ecosystem
* Support the retention and renewal of lender agreements by demonstrating the value of the platform
Presentations & Webinars
* Deliver engaging webinars to educate and inform brokers and lenders on the benefits of our platform
* Co-present webinars with lenders
* Confidently present at industry events, virtual meetings, and training sessions
* Collaborate with the marketing team to develop webinar content that drives engagement
Market Insights & Reporting
* Provide regular updates to the sales and leadership teams on lender performance, broker engagement, and market trends
* Gather insights from users and use data to inform sales strategies and client conversations
Requirements
- Strong attention to detail
- Strong organisational skills
- Confident in use of Microsoft Office, HubSpot and SharePoint
- High capacity for working unsupervised
- Enthusiasm and willingness to learn
Skills
- Ability to prioritise workloads
- Good at multi-tasking
- A “can do” attitude
- Problem solving
- Ability to work to deadlines
Knowledge
An intermediate working knowledge of all Microsoft Office applications
A solid understanding of mortgage criteria and industry terminology (preferred)
Selection Criteria
The following criteria will be used in the selection for this post. The selection decision will be based on the requirements of the job and how well your particular skills, knowledge and approach enable you to take and succeed in the role. You should have most or all of the following:
Experience
Qualifications
None required
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
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