At RBS, the vision for UK Retail is to become Britain 's most helpful and sustainable bank- Our people are key in helping us achieve this, which is why we place a high priority in recruiting the very best people with the right skills, experience and behaviours-
Job Description
You'll achieve and exceed individual sales performance and referrals targets through excellent customer service- To generate profit by maximising Mortgage draw downs and related Mortgage product cross-sales across Retail, Affluent and Business channels- You'll adhere to internal and external procedures for regulatory, operational, compliance, credit and key control systems-
Requirements
· Proven sales experience · Professional sales interviewing skills · Relevant product knowledge · General knowledge of Mortgage process · Full CeMAP preferred - CeMAP qualification must be obtained within agreed specified time to be deemed fully competent- · CeMAP 1 required before engaging in any contact with customers unaccompanied- · Experience in dealing with a wide range of people in a customer service / retail environment- · Evidence of effective communication skills- · Ability to work both as part of a team and on your own, to adapt to new situations and use initiative- · Ability to encourage and motivate yourself and others- · Strong planning and organising skills- · Ability to identify complaints and take ownership of those complaints that can be resolved immediately handing off to designated complaint handler where appropriate · Basic PC skills- · Basic knowledge of financial services and products-
Responsibilities
- Conduct structured Mortgage sales interviews at all levels of service (as stated under MCOB rules); identifying customer needs and priorities so that they are always offered best advice and excellent service-
- Provide Advised Mortgage Sales; acting as a key point of contact for this service within the Area / Region for referrals from Customer Advisers, Affluent Managers and Business Managers-
- Whilst ensuring excellent customer service in meeting immediate needs within the Mortgage sales process; ensure leads are referred back to Affluent Manager and Business Manager to ensure ongoing customer contact is maintained for their future financial needs and priorities-
- Maintain competence in the role through continuing professional development to ensure excellent levels of product knowledge and evidence of all interviews conducted to appropriate regulatory standards-
- Work with the Area / Regional team to ensure a targeted customer contact strategy is in place with a clear focus on retention and new business acquisition; specifically asking for referrals from existing satisfied customers-
- Work in partnership with the Area teams to identify local training needs and potential solutions; taking and participating in weekly huddles and team meetings-
- Manage own diary and pipeline of Mortgage applications to ensure referrals from colleagues where the customer requires full advice service are dealt with promptly and that applications progress to successful draw down-
- Consistently adhere to the Retail Bank's key control procedures, operational processes, standard sales and service processes and external Codes / requirements e-g- Banking and Mortgage Codes-
- Negotiate realistic yet stretching sales and service targets, and develop plans to support their achievement; regularly reviewing performance against target focusing on retention and new business acquisition-
- Build effective relationships with Bancassurance with a view to maximising sales and generating referrals-
- Resolve complaints at first point of contact in accordance with the Group complaint handling standards
Ability to demonstrate complaint handler competence level 1
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