Cmc Administrator

**Complaints at Blue**

Complaints at Blue drive good customer outcomes, balancing the regulatory requirements and Blues policies with the needs of the customer. The overall aim is always to achieve the right outcome 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 is part of the Complaints Team - who ensure timely and accurate administration of any complaints received by the company including the companys introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations and the companys policies and

procedures. This specific role will deal with the administration around commission claims from both customers and Claims Management Companies (CMCs), ensuring that all complaints are acknowledged and resolved within regulatory timeframes.

**Key responsibilities and accountabilities**

The key aspects of the role:

- 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 the Director of Special Servicing with the timely administration of Final Response Letters to customers and CMCs in relation to commission and affordability complaints.
- To assist the Complaints Team Leader with any ad hoc tasks that may arise.
- 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.
- 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 review each customer complaint openly and fairly 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 always maintain complaints database with correct and relevant information.
- 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 Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your

role at Blue.

**Person specification**

Standard requirements:

- Ensure regulatory responses are issued correctly and on time.
- Keep electronic and paper filing in order at all times.
- Keep up to date with the companys products.
- Present the company in a professional manner at all times.

**Qualifications**:
Experience
- Experience of working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints
- Knowledge the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
- Knowledge of GDPR and DPA act
- Ability to understand and comply with documented processes, policies, and procedures.
- Excellent verbal and written communication skills

Interpersonal
- Someone who loves to learn and do well and is keen to develop their career.
- Adaptable and flexible
- Ability to work as part of a team but also individually.
- Reliable
- Excellent planning and organisational skills
- Enthusiastic can do attitude.
- Able to work under pressure to tight deadlines.
- Accuracy and attention to detail
- Professional and well presented.
- Establishes effective working relationships.
- Customer focused approach

**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
- positions remit.
- From time to tim