Telephone Account Manager
12 month fixed term contract
37.5 hours, Monday to Friday
Hybrid working with 3 days in the office, 2 days working from home
About us
Mortgage Advice Bureau (MAB) is the UK's leading mortgage broker, winning 250+ awards for the quality of its advice and service. As experts in mortgage and protection advice, we're proud of our industry reputation and of our people, who continue to be the heart of MAB's success.
About the role
The Telephone Account Management team at MAB are a key part of driving a high-quality service to our businesses and Advisers as part of our network, developing strong relationships to resolve their queries and needs efficiently. Through your initiative and excellent customer service focus, you will support the development of new business from existing clients and actively drive implementation of new initiatives throughout the network. Your support will actively contribute to the overall sales objectives at both business and regional level, driving a culture of excellent customer service and high performance for our businesses.
Key responsibilities
* Providing support to newly appointed Advisers to trade efficiently by ensuring early system competence and encourage uptake of all relevant parts of proposition
* Support Learning and Development team to monitor results post training to measure effectiveness, e.g written, banked, referrals, case check results etc
* Support Training and Competency colleagues to identify training needs on a regional and national basis, e.g protection performance, business mix, referrals
* Provide ongoing Adviser development training on system enhancements
* Upskill Administrators to maximise the benefits of MAB systems
* Create data around 3rd party referrals to drive uptake and results
* Educate advisers and business owners to self-serve our products and services where appropriate
* Quarterly check-ins with all Advisers to gain feedback either generically or share MAB updates and new opportunities
* Proactive follow up of any MAB current or new initiatives
* Maintain an understanding of MAB central functions
* Maintain knowledge of the financial services industry and keep up to date with regulatory training as required
About You
* Engaging personality with the ability to build rapport quickly with customers
* You have experience in managing key relationships with customers or clients in a commercial environment
* You demonstrate tenacity and rigour to proactively resolve issues
* You are team-orientated and collaborate with your team and colleagues
* Proactive and self-motivated with a strong sense of initiative
* Strong communication and interpersonal skills, with the ability to work effectively with clients and internal teams
* Creative problem-solving skills
* Professional approach and able to influence at all levels
* Excellent relationship building skills
* Confident telephone manner with proven objection handling skills
* The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure
* Advanced Excel skills
Everyone is Welcome
At MAB we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.
We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.