Customer Administrator

BCMGlobal ASI Ltd is a leading independent loan servicer, managing for 80+ clients and is highly rated by S&P in Ireland working with pillar banks, non-bank lenders, debt investors and their customers throughout the loan lifecycle from origination through to redemption, including loan workout services. It is part of BCM Global, a prominent European independent mortgage, real estate, and commercial loan servicer expert in providing innovative financial services.

What you’ll do

A varied customer facing role set within a Customer Contact Centre (CCC). Base requirements involve handling customer queries via telephone, post, and e­mail in a fast-paced environment.

The candidate will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.

The Customer Administrator will be involved in the following activities:

• Handling incoming calls in a timely manner.
• Allocate items to case management via workflow tools. (Pega).
• Demonstrate strong verbal communication skills and a passion for great customer service.
• Effectively respond to inbound contact from customers and their representatives in line with service levels and at first point of contact.
• Cash classification/identification and invoicing.
• Monitor shared mailboxes and action as required.
• Escalate complex matters and complaints to the Team Leader.
• Adhere to Identification & Verification checks (ID&V) on all enquiries and in line with procedures.
• Ensure incidents and breaches are recorded and feedback actioned in a timely manner.
• Accurately record information in the relevant systems.
• Identify opportunities for process improvements that positively impact the customer’s experience.
• Respond to feedback and identify own areas for learning and self-development and take responsibility for own performance.
• Establish expert knowledge and awareness of procedures and ensure this knowledge is kept up to date by completing mandatory training.
• Implement and champion a ‘best practice’ approach to ensure the application of all BCMGlobal compliance procedures across the mandates and wider platform.

What you’ll bring

• 1-year inbound customer service experience, ideally gained from the financial services industry. Other customer service experience can include any complaint handling, inbound processing and/or banking roles.
• Leaving Certificate (or equivalent).
• Excellent communication and interpersonal skills.
• Excellent teamwork and leadership skills.
• Excellent time management and organisational skills.
• Team working as well as ability to work on own initiative
• Attention to detail and the ability to work logically, consistently, and accurately.
• Demonstrate an organised approach to work, and an ability to prioritise and reprioritise to ensure critical tasks are delivered accurately.

What we offer

• A fair recruitment process.
• Working in a friendly environment and being surrounded by amazing talents and personalities.
• 25 Days Holiday
• Company matched pension, life assurance, paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.

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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 our Company journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate based on diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or careers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at BCMGlobal. Successful applicants will be required to complete background screening prior to commencement of employment.