Broker Support Specialist

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-centred ambitions.  

We’re recruiting for a Broker Support Specialist to join us. We’re offering a competitive base salary. This is a telephone-based role which has a specific skillset to manage a wide range of contact needs from brokers regarding quote requests, portal support, application updates, escalations and follow up sales to both new and existing firms.

What you'll be doing:

• Providing support to Brokers and Intermediaries by providing quotes, portal support, application updates, escalations, and quote follow up within agreed service levels
• Accessing documents, and making appropriate suggestions for enhanced annuity applications, ensuring that all appropriate cases passed for countersignature by colleagues in the medical underwriting team
• Chasing 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
• Actively working with Brokers and Intermediaries, Business Development Mangers, and the Customer Services Team to continuously improve the service experience
• Ensuring 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
• Managing and resolving 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

Who we're looking for:

• Experience within a telephone based role within a financial services organisation
• Strong verbal and written communication skills
• Understanding of how to use outlook packages
• Demonstrate skills in terms of influencing customers and overcoming objections
• Have an understanding of our competitors, customers and markets and their relative importance.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.