Telephone Account Manager

Telephone account management activity within Sesame Network to:

• Develop and work with allocated Sesame firms to support mortgage, protection, general insurance income growth.
• Input and support targets for retaining firms.
• Help to recruit and retain firms within Sesame, whilst supporting and developing firms with their needs and objectives, to assist Sesame meeting its business objectives.

Responsibilities

• Supporting allocated region under the direction of National Account Manager.
• Demonstrate the highest professional standards in all dealings with all firms.
• Achieve set business targets through campaigns, development, and management of adviser panels.
• Develop meaningful business relationships through a robust contact and engagement strategy with new and existing firms and provide development support to achieve agreed objectives.
• Utilise Dynamics 365 / CRM to record and monitor calls made and ensure high-quality data input to demonstrate effort and success rate via MI reporting.
• Increase Sesame revenue by supporting recruiting new users and by the development of low user members.
• Build knowledge of regional panels to understand the accounts business and size of the opportunity. Achievement of sales activity-based targets to deliver additional income to Sesame across the whole range of products and services offered by Sesame.
• Achieve the agreed level of calls to meet agreed targets.
• Maintain user retention levels within a key panel of firms to meet agreed targets.
• To undertake ad hoc projects and duties as and when required, to support the needs of the business or to achieve departmental objectives.
• Demonstrate your own input in talking personal responsibility for the delivery of your PDP akin to deliverables expected within this role.
• To undertake ad hoc projects and duties as and when required, to support the needs of the business or to achieve departmental objectives.

Critical Knowledge required

• An understanding of financial services industry and legislative changes
• Mortgage protection and GI knowledge
• Good understanding of the competitor landscape

Personal profile

Qualifications required 

Desirable

• Certificate in Mortgage Advice and Practice (equivalent qualification)

Experience required 

Essential

• Good standard of education to include English and Maths grade C or above GCSE level or equivalent NVQ Customer Service.
• Proven track record of achieving outstanding sales results ideally within Financial Services.
• Strong experience in account management and relationship development.
• Self-motivated and motivational, with high levels of energy and commitment to focus on
  achieving personal targets and maximising opportunities within the allocated member panel.
• Home working experience.

Desirable

• People orientated
• Team player
• Telesales experience

Our Expectations

Our Approach to Risk Management

• You will require an awareness of operational and regulatory risk, which may impact on SBG. You will be responsible for reporting to their line manager any risk which may impact on the business.

Three Lines of Defence Risk Management Model

• You will be required to deliver your role competently and comply with the relevant
  standards and procedures, ensuring that SBG deliver a service where suitable advice is given
  to the end consumer, which is adequately recorded and ultimately promotes good customer outcomes. This can either be through direct influence or in a support services capacity.

The Consumer Duty Principle

• You will be required to highlight to your line manager procedures and processes that may impact on SBG’s ability to deliver good outcomes for retail customers and/or may lead to foreseeable harm. Where possible and relevant to your department, put forward
  suggestions that could positively impact the outcomes achieved by retail customers.

Information Security

• You will need to be aware of all information security principles, policies and procedures and ensure these are followed on a day-to-day basis. You will be required to remain vigilant at
  all times and report any security concerns, suspicions and/or breaches in a timely manner.