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Crystal Specialist Finance is seeking a Telephone Account Manager.

The Telephone Account Manager (“TAM”) will provide a telephone based service for those broker customers not serviced by face to face. The role of the TAM is to provide similar services to the Business Development Manager (“BDM”) but over the phone.

Ideally, new entrants to this role will have sales experience and will be expected to be meeting the expectations of the role within 6-12 months.

TEAM: Sales & Marketing

REPORTS TO: Group Sales & Marketing Director

LOCATION: National

Key Responsibilities

• Achieve personal sales targets and contribute towards achieving the team target.
• Service and promote solutions in accordance with CSF best practice principles.
• Ensure TCF is always a consideration in planning, day-to-day activity and outcomes.
• Responsible for ensuring with their BDM colleague that new advisers/mortgage brokers registering with CSF are contacted within 24 hours then evaluated and categorised/segmented appropriately. Appropriate telephone activity should be agreed where 1-2 monthly specialist cases are identified.
• Achieve high standard of customer services scored from customer research (e.g Industry forums).
• Responsibility to ensure that all financial advisers/mortgage brokers passing through the salesforce process are handled effectively.
• Constantly look to improve own skill levels by looking for new best practices.
• Responsible for regular communications with BDM to ensure the Salesforce process works effectively.
• Takes responsibility for compliance standards, ensuring sales are made in a compliant manner and regularly reviews customer process activities.
• Communicate crucial customer feedback which drives positive product and operational changes with the Group Sales Director and KAD to optimise customer delivery.
• Achieve at least 22 hours of CPD every 12 months.

Applicable Code of Conduct Rules – Tier 1

• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and cooperative with the FCA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct

Core Competencies Required

• Organisational Awareness
• Planning & Organising
• Managing & Developing Performance
• Strategic Thinking
• Communicating and influencing
• Delivery and Performance