Provide expertise in the understanding of processes and procedures from a Complaints perspective. Support the wider TA department with all required responses to complaints in a timely manner and in line with both internal and externally regulated time frames bringing matters to a satisfactory close.
Key Accountabilities and main responsibilities
To assist in the resolution of all complaints and analyse trends to identify areas where changes to procedures, process, policy or training could minimise complaints
To work closely with the Customer Care Team Leader and all internal departments to improve the overall servicing proposition whilst displaying BCMGlobal's core values
To assist in the creation of an environment of continuous improvement
Complete daily tasks within the team and organise and prioritise your work load to meet the required deadlines. To action all work within a timely manner sustaining quality standards.
To assist the Customer Care Team Leader in the development and maintenance of industry leading service standards, for both BCMGlobal client and customer audiences
Assist with complaint reporting
Identifying areas where system changes can enhance the effectiveness of the Servicing teams
Identifying gaps in existing processes and procedures to align with current regulation, with TCF and customer outcomes as the primary concern.
Role model Link Group values & actively contribute to the BCMGlobal team and wider global group.
Execution of stakeholder management & demonstration of business partnership
Contribute to the development of the team by participating in team meetings, business forums/committees (as required) and sharing information.
Governance & Risk
Role model in managing risk and compliance focused culture across the team
100% compliance with own learning requirements
Experience & Personal Attributes
Ability to work as an effective team member - be a leader, be cooperative, support others and deliver what you promise
Excellent quality of written and verbal communication and able to communicate effectively at all levels
Ability to adapt the tone and style of writing, according to customers' individual circumstances and Clients' feedback, displaying at all times the principles of TCF
Ability to organise workload to meet deadlines, see task through to completion and assist the team where required
Customer focused - identify effective solutions for customer, internal client and external client
To be able to organise your own workload, whilst having consideration for your team's workloads, to meet regulatory and operational requirements
Ability to provide and be able to receive constructive feedback in a positive manner, to support your own and others' development
Be approachable, adaptable and open to change
Thrive under pressure, while maintaining quality
Knowledge and understanding of mortgage loan documentation
Knowledge of the applicable regulations/codes governing the financial services industry