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Job Description: Customer Account Manager

Main Duties and Responsibilities:

• Liaising and communicating with customers, lenders and solicitors during the processing of applications, building strong relationships and assisting in providing an excellent customer experience.
• Checking documentation received from clients and third parties.
• Checking underwriting and requirements set on applications by Loan Account Managers and giving feedback points to improve knowledge and improve process efficiency.
• Chasing 3rd Party companies for information required from mortgage lenders and surveyors.
• Communicating lender updates to ensure company aware of any outstanding requirements to complete applications.
• Assisting in reviewing all applications on a weekly basis to ensure that all cases are being processed to the highest standard.
• Maintain an excellent knowledge of our lender’s products, underwriting and affordability requirements to assist in the processing of customer applications.
• Proactively pre-empt issues with regards to customers and resolve problems arising
• Understand what Treating Customers Fairly (TCF) means in regard to TLP and embed this fully within your work.
• Actively participate in one-to-one review meetings, coaching and training as required by your line manager. Meet agreed performance goals.
• Achieve such qualifications as are required to undertake the role of customer account manager in line with the timescales laid down by TLP.
• Ensure that your knowledge and use of OMS (CRM Database) provided by TLP is accurate and appropriate; maintain and develop this knowledge.

Skills, Knowledge, Qualifications and Experience:

• Educated to degree level or CeMAP level 3 (if not already, must gain within 12 months)
• Outstanding customer service and communication skills
• The ability to explain complex information clearly and simply.
• The ability to respect confidential information.
• A friendly, approachable attitude and an excellent judge of character
• A natural problem-solver with strong analytical skills, outgoing, good on the phone, proactive, hardworking and not a clock watcher.
• High attention to detail
• Pro-active attitude
• Previous experience in Financial Services necessary
• A good level of IT skills

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Company pension
• Employee discount
• Referral programme

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Hemel Hempstead: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• Financial services: 1 year (required)
• Telephony: 1 year (required)

Work Location: In person

Application deadline: 12/08/2023
Reference ID: CAMTLP1
Expected start date: 01/09/2023