CMC Administrator in Sevenoaks

The CMC Team will work very closely with the Complaints Team, assisting as required but will predominately be focusing on the specialist complaints that are received from Claims Management Companies. The overall aim is always to achieve the right outcome, ensuring to drive good customer outcomes whilst balancing the regulatory requirements and Blue's policies with the needs of the customer, based on the information gathered throughout the investigations, liaising with other specialist teams both within Blue and externally.

Overall purpose of the role: The role will deal with the administration around commission claims from both customers and Claims Management Companies (CMCs), ensuring that all complaints are acknowledged and accurately recorded in a timely manner and handle all CMC responses in compliance with current FCA, DISP, and CCA regulations as well as the company's policies and procedures.

Key responsibilities and accountabilities:

• To ensure all customer commission queries are acknowledged within regulatory timeframes.
• To complete all aspects of the CMC process for both commission and affordability complaints – acknowledgement, 20-day letters, Final Response Letters.
• To assist with the timely administration of Final Response Letters to customers and CMCs in relation to commission and affordability complaints.
• To assist the Complaints Team with daily tasks if their workload is up to date e.g. collating of FOS files, acknowledgement customer calls etc and any ad hoc tasks that may arise.
• To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames.
• To openly and fairly review each customer complaint without bias or personal opinion.
• To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver.
• Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible.
• Ensure that all complaints are handled with the highest standard of customer care.
• Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns.
• To maintain complaints database with correct and relevant information at all times.
• Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with.
• To present the company in a professional manner and maintain confidentiality.
• Ensuring electronic and paper filing is up to date and always in order.
• Communicate and build sustainable relationships with all other internal departments and field staff.

Compliance and Regulation:

• Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.
• Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the company’s data protection policies and procedures.
• Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPO’s overall oversight responsibilities.
• For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.
• For employee personal data, handle it with strict confidentiality and in compliance with employment and data protection legislation.
• Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

Person specification:

• Experience of working within the motor finance industry, with a minimum of 12 months handling vehicle quality issues and complaints.
• Good Working Knowledge of the FCA’s Conduct Rules, particularly the principles of Treating Customers Fairly (TCF) and the Consumer Duty.
• Knowledge of GDPR and the Data Protection Act.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, able to establish effective working relationships at all levels.
• Excellent customer service skills and awareness of the importance of the customer.
• Ability to work with competing deadlines and priorities.
• Excellent planning and organisational skills.
• Ability to understand and comply with documented processes, policies, and procedures.
• Good team player, flexible, and able to work on own initiative.
• Resilient, not derailed by a setback, and returns to a high level of performance quickly.
• Demonstrates a sense of urgency and good work ethic.
• Comfortable identifying and raising issues, particularly where driving good outcomes for customers is concerned.
• Appreciates the importance of accuracy and attention to detail.
• Comfortable and competent with MS Office.

Additional requirements:

• This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder.
• From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit.
• From time to time, and within reason, you may be required to work outside of your standard contracted hours.
• As part of your ongoing development, you may be required to undertake training in order to meet the requirements of your role.
• Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.