Loan Servicing at Blue
Loan Servicing at Blue are responsible for supporting our customers through the entire life of their loan.
We are committed to delivering an outstanding customer experience at every touchpoint, combining operational efficiency with a strong emphasis on high-quality, customer-focused service.
This role involves supporting two key teams:
Overall purpose of the role
We are committed to delivering an outstanding customer experience at every touchpoint, combining operational efficiency with a strong emphasis on high-quality, customer-focused service.
This role involves supporting two key teams:
- Customer Services: As the first point of contact, this team plays a pivotal role in shaping the customer journey. They deliver prompt, helpful, and friendly support.
- Complaints: This team is essential in ensuring positive outcomes for customers facing challenges. They handle complaints in accordance with regulatory standards and Blues internal policies, providing expert guidance and empathetic assistance to resolve issues effectively.
Overall purpose of the role
This role is a key part of the Loan Servicing function, responsible for delivering first contact resolution, whilst maintaining a positive, friendly, and professional approach.
The primary focus role is to support the accurate and timely administration of complaints and queries received from customers and third parties. This role is also accountable for ensuring all responses are completed in line with current FCA and CCA regulations, as well as the companys internal policies and procedures.
Key responsibilities and accountabilities
Compliance and Regulation
The primary focus role is to support the accurate and timely administration of complaints and queries received from customers and third parties. This role is also accountable for ensuring all responses are completed in line with current FCA and CCA regulations, as well as the companys internal policies and procedures.
Key responsibilities and accountabilities
- Respond to email enquiries promptly, professionally, and courteously.
- Manage the email system, ensuring emails are triaged effectively.
- Consistently meet or exceed Service Level Agreement (SLA) targets.
- Maintain accurate and up to date customer account records.
- Log customer satisfaction or dissatisfaction in line with company procedures.
- Assist customers with updates on ongoing complaints and accurately log new complaints for the Complaints Team.
- Always represent the company professionally and uphold confidentiality standards.
- Identify and assess customer needs to ensure good outcomes, aiming for first-contact resolution where possible.
- Keep the complaints database updated with accurate and relevant information at all times.
- Complete ad hoc tasks as assigned by the Senior or Team Leader.
- Ensure electronic and paper filing systems are consistently up to date and well organised.
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.
Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the companys 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 DPOs overall oversight responsibilities.
For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.
Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.
Person Specification
Additional requirements
Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the companys 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 DPOs overall oversight responsibilities.
For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.
Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.
Person Specification
- Excellent customer service skills and awareness of the importance of the customer.
- Excellent verbal and written communication skills with a customer-focused approach.
- Strong interpersonal skills, able to establish effective working relationships at all levels.
- Resilient, not derailed by a setback and returns to a high level of performance quickly.
- Demonstrates a sense of urgency and good work ethic.
- Ability to work with competing deadlines and priorities.
- Good team player, flexible and able to work on own initiative.
- Enthusiastic can do attitude and motivated to learn and keen to develop their career.
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned.
- Appreciates the importance of accuracy and attention to detail.
- Ability to understand and comply with documented processes, policies, and procedures whilst maintaining accuracy and attention to detail.
- Comfortable and competent with MS Office.
- Knowledge of the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty, is desired but not essential.
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 time, and within reason, you may be required to work outside of your standard contracted hours.
- As part of your on-going 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.
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