Arrears Officer

**Overview**

BCMGlobal is a leading European independent loan and asset management service provider. We are part of Link Group, listed on the Australian Securities Exchange. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, BCMGlobal Mortgage Services Ltd has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics. The role of our Arrears Officer is to proactively manage residential mortgage accounts that are in arrears by ensuring collection and litigation activities are carried out in accordance with regulations.

On a day to day basis you will communicate with customers primarily by receiving incoming and making outgoing calls to understand circumstances, take payments and discuss options to find the best outcome for the customer. You will analyse customer documentation including bank statements and income and expenditure forms to ascertain potential solutions for the customer and respond appropriately.

Treating customers fairly is at the forefront of all customer contact and regular assessment and monitoring is completed to ensure the customer is treated in line with these principles and that any arrangement plans that are set up are appropriate and affordable.

**Key Accountabilities and Main Responsibilities**
- Taking inbound and making outbound calls from customers in arrears
- Manage caseload of borrower accounts that range from Day 1 arrears through to litigation
- Ensure the Team service levels are met and be a contributor to that achievement
- Analysis of customer information to understand what the best outcome is for their circumstances
- Corresponding in writing to customers not available by telephone
- Liaising with third parties, solicitors and field agents to instruct activity in line with policies and procedures
- Ensure all standards are achieved in line with client expectations of quality, productivity and performance
- Contribute to identification of improvement opportunities be influential in the finding continuous improvement possibilities to enhance our service to our customers and clients

**Experience & Personal Attributes**:

- Excellent communicator at all levels
- both verbal and written
- Experience in using Microsoft Office packages
- Effective time management skills - to manage caseload to meet deadlines
- Reasoning and Mathematical skills - to calculate affordability and assess circumstances
- Attention to Detail - Recording of information must be accurate, factual, and professional
- Minimum of Grade C in GCSE Mathematics and English, or equivalent
- Previous experience within the Mortgage/Collections industry preferable but not essential.

At BCMGlobal we believe our people are our most important asset. We offer excellent career progression opportunities, ongoing training and development. If you thrive in a fast-paced environment, want your talent to be recognised and rewarded and are looking for a new challenge then we would love to hear from you.

We are the experts in providing efficient administration and innovative financial solutions. We have over €90bn of assets under management and over 115,000 loans under management. Our clients include a range of financial service organisations, from banks, pension funds and insurers to private equity firms. We operate in regulated markets across multiple European jurisdictions.

We provide a range of administrative services relating to the monitoring and repayment of asset-backed debt, allowing our clients to manage their debt and underlying assets effectively. Our services span all stages of the debt life cycle from origination to performing & non-performing loan and asset management across multiple debt classes. We provide jurisdictional centres of excellence and undertake management of full banking operations, transforming core and non-core banking activities.

Banking & Credit Management is a leading independent servicer and we are highly rated by both Standard & Poor’s and Fitch for both our commercial and residential servicing capabilities.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly a