Relationship Manager (Customer Portfolio)

Job Title: Customer Portfolio Relationship Manager

Reports to: Customer Portfolio Manager

Job Purpose:

As a Customer Portfolio Relationship Manager, you will be responsible for identifying and reporting any potential risks associated with the customer portfolio. You will also assist the Customer Portfolio Manager in building, improving, and maintaining relationships with the Society’s Lifetime Mortgage customers.

• Supervise the Lifetime Mortgage (LTM) portfolio, including the updating and maintenance of the Customer Portfolio Procedure Manual.

• Conduct face-to-face customer visits to LTM customers, ensuring compliance with all relevant policies, procedures, and regulations.

• Plan, research, and prepare files for all customer visits, including introductory letters and customer information sheets.

• Produce post-meeting reports that include all key information discussed, including property condition and customer health.

• Evaluate potential risks to the Society’s security in relation to customer health and property condition.

• Develop and maintain relationships with third-party partners, such as estate agents and solicitors.

• Collaborate with colleagues in other departments and provide support as required.

• Contribute to the development and delivery of internal training and presentations.

• Attend internal and external meetings and courses as required.

• Excellent communication skills, both written and verbal, with the ability to interact professionally with mature customers.

• Comprehensive knowledge and understanding of the UK Mortgage market, especially Lifetime Mortgages (Equity Release).

• Ability to work independently and remotely, including travel and overnight accommodation when necessary.

• Full UK Driving Licence (maximum 6 points).

• Strong planning, prioritization, and time management skills.

• Effective data recording and organization skills to demonstrate accurate and useful management information.

• Ability to build and maintain relationships, both internally and externally.

• Willingness to learn and work with systems within the Society.

• Professional and positive attitude that reflects the Society’s values.

• Competency with MS Word, Excel, Outlook, and other packages

*Please note this is primarily a field based position, and will require distanced driving and overnight stays. More than likely 3 – 4 days in a certain region before returning home.*