Arrears Support Advisor

Role Details;

Title: Arrears Support Advisor - Kilkenny

Full-Time - 6 months

Cpl is a proud Talent Partner to Bank of Ireland. We have been a trusted partner to deliver brilliant, engaged and committed people to support Bank of Ireland’s promises to deliver for their customers. Cpl trust that Bank of Ireland offers a fantastic opportunity for our Cpl Colleagues to learn, develop and build their career within banking and receiving access to the best training, systems, and support from our colleagues in Bank of Ireland.

Our goal is that while you are a Cpl colleague on site with Bank of Ireland, you are set up for success no matter what your role, duration, or terms of your contract. This role will provide full 360 support to you by way of full on-site training, and on-going support to develop yourself.

Description of business unit

The early intervention and management of mortgage pre-arrears and arrears customers experiencing financial difficulty is a key priority for Bank of Ireland and is the responsibility of MARS within the Retail Ireland Division.

The Mortgage Customer Solutions contact centre, located in Kilkenny/Dublin, has operational responsibility for the resolution of mortgage arrears for customers in financial difficulty within Bank of Ireland Group mortgages with an exposure of

Purpose of the Role

The main goal of this role is to serve as the primary contact for customers experiencing financial difficulties via telephone. The role holder will possess in-depth knowledge of the products and services provided. They will ensure timely communication with customers, adhering to established procedures to minimize credit losses, while also fostering customer support and contributing to the achievement of business objectives. This individual will be accountable for assisting customers and ensuring that they operate in an effective, efficient, and compliant manner, all while supporting the group's strategic priorities and achieving operational goals.

What is the opportunity?

- You will become part of a diverse and motivated team united by the shared goal of assisting customers in arrears. Join a dynamic group that is continuously working to enhance and develop initiatives that benefit both customers and the business.

- At Bank of Ireland, you don’t need to work from an office to make a meaningful impact. Our commitment to supporting our colleagues' success means you can enjoy flexibility in your work location, depending on your role, customer needs, and organizational requirements.

- We have a hybrid working model, with home, agile hub, and office-based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

- Please be aware that you must reside within the jurisdiction of the business for which you are contracted.

Key Accountabilities

The successful candidate will:

- Advocate for customer needs while ensuring that all offers align with the best interests of both the customer and the bank.

- Engage with customers and external professional representatives in a manner that reflects our commitment to customer service and core values.

- Stay informed about and comply with departmental policies and procedures in a dynamic environment.

- Actively contribute to achieving both customer and business goals through proactive and reactive interactions, both inbound and outbound.

- Ensure that all accounts are managed in accordance with current credit policies and comply with relevant regulations and legislation.

- Deliver exceptional service to our customers.

- Clearly demonstrate a customer-first approach in every interaction.

- Be driven by a genuine desire to excel in your role.

- Maintain a positive attitude with the ability to adapt swiftly in a fast-paced and evolving environment.

- Exhibit strong collaboration skills.

- Show a commitment to continuous learning and professional development to advance your career and skill set.

Essential Skills & Experience

- Demonstrated fair and effective customer experience.
- Business acumen to assess risk situations and identify optimum solutions.
- Proven willingness to take on extra responsibilities, think creatively with a view to improving personal & team performance & efficiency.
- Resilience in dealing with problematic situations.
- A flexible approach to the role and working hours.
- Strong negotiation skills with a focus on reaching mutually agreeable solutions.
- Initiative-taking with an ability to work under pressure, to meet individual, team & dept. KPI`s and tight deadlines.

Desirable Qualifications, Skills & Experience

- APA/QFA

While initially these are contracts circa 6 months in duration; due to ongoing investment in front line services, opportunities to extend are available subject to individual performance and availability of roles. Over the years, we have seen Cpl colleagues start something amazing, take experience from other roles and build solid careers with Bank of Ireland, which has resulted in a very high proportion of people going on to have permanent careers with them when they become available. We have had people leave to travel or continue their education come back and resume their journey.

If you are interested, please feel free to apply for this exciting opportunity or send your CV to my email address; [email protected]

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