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Customer Retention Advisor

Posted on Aug 1, 2019 by CV-Library

Greater Manchester, United Kingdom
Customer Service
Immediate Start
Annual Salary
Customer Retention Advisor - Mortgages


Who we are

An award-winning bank here to help Britain's go-getters.

More about us

In 2009, Aldermore set out to be the bank helping those with ideas, big and small, to realise their dreams and to seek and seize opportunity in their personal and professional lives. We call it banking for the bold. Today, we're an award-winning bank that has helped fund the growth of Britain's small businesses through a range of business finance solutions, specialist mortgages and savings accounts that provides our customers with the support they need to make things happen. Join us if you want to find yourself at the heart of a dynamic, growing organisation where our employees are empowered to grow their expertise and build their careers.

Aldermore Residential Mortgages

Customer Retention Advisor are part of our award-winning Residential Mortgages team who have a reputation for excellence in customer service and product innovation. We work with and for our customers to find a mortgage that suits their individual needs, whether they are first time buyers or experienced landlords. In fact, it's what we do best. So much so, that we continue to grow a reputation for expert underwriting and unparalleled service the big banks just can't match. It's a great team environment in which to grow your career

The Role

This is an excellent opportunity for a Customer retention Retention Advisor - Mortgages to join this small team of 6 that are moving to our Manchester offices. Reporting into the Customer Relationship Manager you will be pro-actively contacting existing customers in advance of their product maturity, developing our customer relationship by providing excellent customer service and liaising directly with customers & brokers via the most appropriate methods of communication as required. You will provide information on the alternative product options that may then be available, pre-qualify& arrange appointments for a mortgage adviser to make an application and liaising with the customer & First to Protect to review their insurance needs.

Key Accountabilities include

Handing and regularly engaging with your own case lists of customers whose product will be maturing in the next 3 months

Addressing incoming customer and broker contact by phone, email and written correspondence - providing an excellence of customer experience.

Understand and embrace the principals of Treating Customers Fairly (TCF) at all times.

Contributing to the development of new processes and practices

Sales Generation

Undertaking proactive customer contact activity in line with our developing customer relationship strategy. Providing information to customers at Product Maturity where required.

Generate telephone appointment activity in order to achieve retention goals and targets.

Work with Inter-Group departments to establish lead opportunities

Responding to redemption requests, contacting customers in order to retain the relationship.

By engaging with customers, creating opportunities for additional borrowing and/or additional products and refer as appropriate.

Generate leads to partners e.g. F2P General Insurance

Experience required

Ability to deliver in a fast-paced environment

Excellent telephone manner

Ability to engage and undertake quality conversations with customers

Excellent organisational, communication, numerical and analytical skills

Enthusiastic with the ability to work towards targets

Good team player skills are essential with a track record of working within a dynamic team continuously looking for improvement.

Demonstrable problem solving, decision-making and time management skills.

The ability to deal with customers in difficult situations.

Experience of working within a regulated, banking or financial services environment.

Knowledge of common IT platforms, and ability to learn various in-house systems.

The Rewards

As you would expect, this opportunity offers a competitive basic salary and reward package, and you'll also benefit from our commitment to investing in your professional development.

Agencies Paragraph

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Aldermore is an equal opportunities employer

Reference: 210438936