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ROLE PROFILE

Business Support Administrator

Reporting to:
Business Support Lead


Responsible for:
Providing a daily summary of activity, weekly status reviews – meetings and calls completed as per target. Monthly review of criteria – for those lenders, with an extra focus on Notify.


Business Area:
Business Support


Functional relationships:

► Lender Relationship Team

► Marketing Team

► Sales Team

► Engineering Team

► Accounts


Location:
Remote working policy is in place with office days to meet business demands and regular collaboration days in the Berkshire/Surrey area. Quarterly team meetings held off-site in the Midlands.


Hours:
Full Time – 9am to 5.30pm Monday to Friday


Company Overview

Knowledge Bank is the UK’s largest database of mortgage lending criteria with over 265 lenders across Residential, Buy to Let, Second Charges, Self Build, Equity Release, Bridging and Commercial displaying their lending policy to thousands of brokers via the system.

Multi-award winning, Knowledge Bank has fostered excellent relationships across the industry amongst lenders, brokers, networks and clubs to deliver unbeatable services and user experience into the intermediary market across a variety of platforms and services.


Role Overview

The purpose of their role is to manage Notify, the digital tool that allows you to send a new case enquiry to multiple lenders of your choice at the same time and see their responses in one place.

Working as part of support team, deliver growth of the system. Growth is measured as maintenance of the lenders on the system and gaining their continued support. The candidate will also need to support the addition of new lenders onto the system. A good understanding of mortgage industry would be highly beneficial. This role needs to use the data from searches across the platform, searches made via the system and lender criteria. The understanding of this data and its practical application is integral to the role.


Responsibilities

  • Carrying out monthly Notify reviews with lenders via Zoom/MS Teams
  • Calls with lenders to ensure SLA’s are adhered to
  • Work with tech team and lenders to make sure all is working appropriately
  • Gather feedback to continually improve system and keep it adapting the needs of the market
  • Working with brokers in “close off” cases and gather lender feedback
  • Increase broker engagement to the system through various means including marketing, communications and inbound/outbound telephone calls
  • Webinars on how to use the knowledge bank system broker and lender
  • Follow the predetermined process to add and manage lenders on the system
  • Arrange marketing activity with lenders to support time on the system
  • Deliver review of marketing activity with lenders as part of system review
  • Data gathering from admin screen to carry out reviews
  • Data entry
  • Assist Business Support Lead with marketing and advertising, sending emails, answering the reception line
  • Ensure the data on each account is accurate and the product is appropriate.
  • Liaise with Business support lead to identify any criteria inaccuracies.
  • Engage with stakeholders at lender to ensure updates are made, to keep criteria accurate
  • Relationship management by way of regular communication with lender contacts
  • Use Knowledge Bank to review the needs of the market via search data. From this recommend the lenders who could benefit from Notify.


Requirements

The ability to work at speed and complete tasks with short deadlines accurately

Detail orientated with a methodical approach

Ability to assist others in driving forward projects and deliverables even when outside of your immediate remit

Proactive and ‘can-do’ attitude

Can work alone and within a team

To undertake any additional ad-hoc duties, as well as work with the wider team, when necessary, to support the business in achieving its overall objectives

Support the wider team where relevant, during periods of absence


Skills

Fast and accurate typing skills

Time management, planning and prioritising

Excellent organisation skills

Computer literate


Knowledge

A solid understanding of mortgage criteria and industry terminology (preferred)


Selection Criteria

The following criteria will be used in the selection for this post. The selection decision will be based on the requirements of the job and how well your particular skills, knowledge and approach enable you to take and succeed in the role. You should have most or all of the following:


Experience

Minimum 3 years’ experience working in a similar role


Qualifications

None required

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