Person, Face, Finger, Beard

Arrears Case Consultant

Bristol

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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Arrears Case Consultant

Bristol, England, United Kingdom | Permanent | Full time

Arrears Case Consultant

  • Bristol, England, United Kingdom
  • Full time
  • Closing on: Jan 28 2022

Description of business unit

The Debt Management function is responsible for the management of customers in financial difficulty. We deal with customers who have emerging financial difficulties and/or vulnerabilities, right through the entire collections cycle.

We listen to and understand our customers, always aiming to serve them brilliantly. Working collaboratively we keep an open mind and can-do attitude to find tailored solutions to our customer's challenging situations, whilst minimising losses to the Bank.

Purpose of the role

Our consultants build relationships with customers in order to understand their financial position. They assess the circumstances and suggest solutions for the customer that help limit losses to the Bank.

What is the opportunity?

Our purpose is to enable our customers, colleagues and communities to thrive. In this role, you will have the opportunity to make a real difference to customers who are in financial difficulty. You will receive training and ongoing support and you will be joining the Bank during an exciting period of transformation with the many opportunities that this will bring.

Key Accountabilities

  • Contacting customers by telephone to understand their financial circumstances
  • Managing your own caseload, ensuring your actions are in line with the required regulatory framework
  • Agreeing appropriate next steps to assist customers in financial difficulty
  • Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations).
  • Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances
  • Acting in line with Treating Customers Fairly, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.

Essential Skills and Experience

  • Experience in a customer service orientated role
  • Well-developed communication skills (verbal and written)
  • Strong time management skills
  • Confident in using multiple computer systems
  • The ability to work as part of a dynamic team (NB. The role can be performed remotely with some days required in the Bristol office)

Desirable Qualifications, Skills & Experience

  • Strong numerical skills with the ability to assess financial information
  • A passion for customer service

Key Competencies

  • Customer Focused - Self
  • One Group, one team - Self
  • Agile - Self
  • Accountable - Self
  • Manage Risk - Self

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

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