This role sits within the WFS Third Party Relationship Team, Advice & Operations. The Team is responsible for processing all brokered protection, mortgage and annuity business for WFS and will have close contact with other teams within the WFS division. It is therefore able to expose the jobholder to a wide range of functions and opportunities across the Society
Process new third-party protection, annuity and mortgage business through to completion ensuring all service standards are met.
- Deliver an outstanding level of service to all our customers both internal and external, by handling all operational enquiries in a professional, productive and timely manner ensuring the output is ‘Right First Time’ and treating our customers fairly.
This is a crucial role that requires the holder to take ownership and be accountable for customer enquiries and requests, playing a major role in how our customers perceive our service, image and overall customer experience
About the role’s main responsibilities and key activities
- Develop relationships and work collaboratively with Key stakeholders to effectively manage change
- Supporting Society projects as Subject Matter Expert wherever there is impact on existing processes.
- Support to the team manager in the delivery of key performance objectives, ensuring all service standards are met
- Deputise at meetings on behalf of the Manger where required, demonstrating strong communication and interpersonal skills.
- Review and allocate workload, ensuring timely and accurate completion of all key tasks in accordance with the teams Service Level Agreements
- Support with Weekly and Monthly reporting activity
Operate telephone helpline providing support to
- Our Specialist Financial Advisers by being fully knowledgeable and able to interpret the lending policies of providers and assist with online systems and submissions
- Assistance to our Clients, with timely resolution of queries
- Liaise with numerous professionals outside of the company; notably lender’s, valuer’s, solicitors and our protection product panel partners .
Accurately document
- All quotations and successful applications onto relevant spreadsheets/systems for audit management information and remuneration purposes.
- Carry out and record team QC /QA and provide timely feedback on performance, highlighting areas for personal development
- To professionally guide applicants through the Mortgage application process up to completion stage.
- To periodically chase lenders for mortgage offers & completions, along with protection providers for terms and issue dates.
- Support the team manager in ensuring that procedure documentation is available and maintained
- Promote and maintain good working relationships with other areas of the business, both customers and suppliers.
- Assist in maintaining a central record of quality assurance checks for team members
- Process applications through to issue in accordance with documented procedures
- Obtain missing documentation from clients and Financial Consultants
- Issue regular reminders in respect of business for which documentation remains outstanding in accordance with the agreed procedures
- Ensure all systems (EG, Fairs for brokered business and the Mortgage Database for mortgage business) reflect the current status of applications in a prompt and timely manner that support the business MI
- Demonstrate a thorough knowledge of business controls, procedures and systems used in own team
- Meet service standards in terms of quality and timeliness
- Assist in the training of other team members
- Maintain a sound knowledge of new and existing brokered protection/investment & mortgage products
- Identify, develop and implement process improvements
- Provide resource for other Field Operations areas as require
Highlight the day-to-day activities of the position.
Day-to-day activity is varied, an experienced member of the team would be able to seamlessly move between any of the tasks outlined above with only limited supervision. Most training is ‘on-the job’ and carried out by colleagues in the same role
About the context of the role
- Number of direct reports – 0
- Transactions processed per week/month/quarter etc
Approximately 6-7k new business applications annually (30-35% of total business sold by WFS)
Focus on designated internal improvements
Ensuring new starter training is robust and completed in a timely manner in line with individual training plans
- Key relationships and stakeholder groups
WFS Senior Management
Third Party Providers day to day
Solicitors
Clients
Advice Policy
Data Governance
IT
Support Relationship Centre
Field Support
WUTM Operations
Customer Operations – Birmingham
Document Management Team
About the role’s required skills and behaviour requirements
Essential
- Good administration skills
- Good standard of general education including Maths and English
- Ability to effectively communicate with colleagues at all levels of the business
- Excellent communication skills which are appropriate to the customer and business requirements
- Excellent attention to detail
- Ability to work on own initiative
- Takes ownership of work
- Have an organised and flexible approach to work and embrace change
- Team player
- Willingness to undertake professional qualifications
Desirable
- Previous Financial Services administration experience
- At least two years in a mortgage processing environment, with experience preferably of a brokering environment.
- To be CeMAP qualified
- Good understanding of Wesleyan internal systems (CRM, CDS, DMS)
- Knowledge of Financial Services Industry
- Understanding of the WFS Advice Process