Customer Engagement Agent

at  Key Group

We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
Are you looking for a new role in financial services? Do you want a career and not just a job? If so, we are the company that wants you.
Benefits:
Basic salary of £28k plus an annual bonus scheme | Comprehensive training and induction| Access to Professional Development and Qualifications, e.g. CeMAP & CeRER | Employee Recognition Scheme | 23 days holidays, rising with service + bank holidays | Pension scheme | Simply Health cashback scheme | Life Assurance | Charity social events
Key Group is one of the most exciting, forward-thinking brands in financial services, focused on helping people unlock a better retirement since 1998. Our mission is simple: To be the UK’s leading later life lending company.
The beginning of the Equity Release journey starts in our Customer Engagement team, where customers have the opportunity to discuss products available to them and to book an appointment with an Independent Financial Adviser. We are very fortunate that we have thousands of customers ready to engage with us online and over the telephone.
Our CET Agents offer a complete service to new and existing customers, taking inbound calls to ensure our proposition is promoted effectively. The team is proactive, making outbound calls in response to customer enquiries, qualifying referrals and booking appointments for Advisers as well as responding to enquiries from customers.

Role and Responsibilities:

• Positive engagement with customers through inbound and outbound calls.
• Establish customer need and qualify opportunities
• Discuss services available and progress into appointments with Advisers.
• Remaining compliant and ensuring call quality metrics are achieved

Desired Skills:

• Excellent direct customer engagement via telephone.
• Financial services or similar regulated working environment
• Experience and ability to handle complex queries
• A track record of exceeding targets, achieving and above average performance would be an advantage
• Most of all we look for people who display and work around the core values of our business:

Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all of our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stops
Work the following hours; 9am - 5:30pm (Monday to Friday) with one late shift per week 11:30am - 8pm , one Saturday per month 9am - 5pm with day in lieu the following Friday

• Positive engagement with customers through inbound and outbound calls.
• Establish customer need and qualify opportunities
• Discuss services available and progress into appointments with Advisers.
• Remaining compliant and ensuring call quality metrics are achieve