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Customer Care Administrator

BCM Global
Closing date
15 Oct 2021

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Contract Type
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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.

People Leadership

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
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