Company Description

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

Job Description

The Broker Support Specialist is a telephone-based role which has a specific skillset to manage a wide range of contact needs (predominantly by telephone) from brokers regarding but not limited to quote requests, portal support, application updates, escalations and follow up sales to both new and existing firms

What you will be doing:

1. Provide support to Brokers and Intermediaries by providing quotes, portal support, application updates, escalations, and quote follow up within agreed service levels, ensuring the right outcome is achieved aligned to quality standards, regulatory requirements, and L & G’s treating customers fairly policies.
2. To assess, document, and make appropriate suggestions for enhanced annuity applications in line with prevailing underwriting philosophy at any given time. Ensure that all appropriate cases passed for countersignature by colleagues in the medical underwriting team.
3. Chase the return of applications arising from quotes and actively seek to optimise conversion of quotes to applications, handling any queries with Under-Writing teams in a collaborative manner.
4. Actively work with Brokers and Intermediaries, Business Development Mangers, and the Customer Services Team to continuously improve the service experience, seeking to reduce customer effort and improve efficiency, proactively feeding back to Product and Distribution management any insight gained in respect of market trends and competition in order to maximise business opportunities.
5. Support Brokers and Intermediaries by using your in-depth knowledge of all retirement products along with end-to-end processes to deliver an appropriate outcome such as issuing a quote, issuing a letter, or fulfilling the request verbally.
6. Ensure all appropriate legislative, regulatory and internal process and procedure knowledge is developed and maintained identifying, reporting, and resolving any breaches and ensuring that the correct identity checks are undertaken to verify the caller.
7. Manage and resolve customer complaints: identifying complaints, investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and act to continually improve the customer experience.
8. Accurately record activity and output using the appropriate system (CRM) to enable the appropriate quality checking to the prescribed QA framework for the role ensuring accurate management information.
9. Demonstrate a commitment to personal development by implementing your personal development plan, to maximise your own potential and contribute to LGR RI, acting as a positive role model to others by consistently demonstrating the desired behaviours and principles, whilst maintaining an expert knowledge of products, systems, and legislative/regulatory requirements.

Qualifications

• Demonstrate an understanding of the products, eligibility and their potential uses/suitability ensuring any non-standard requests are escalated through the appropriate member of the distribution team.
• Demonstrate an understanding of the systems and processes used in LGRRI, for production of intermediary quotes through portals, business submission and application processing.
• Demonstrate skills in terms of influencing customers and overcoming objections, plus the ability to re-state positive features and benefits of products.
• An understanding of the current legislative aspects affecting the annuity and retirement market so that business can be conducted within the legal framework which protects the brand and values.
• Have an understanding of our competitors, customers and markets and their relative importance.

Additional Information

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including 25 days holiday (excluding bank holidays), an annual supplement for private medical insurance, generous pension scheme and life assurance, We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan, and then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings. 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.