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Arrears Support Associate


Arrears Support Associate

Kilkenny | Ireland

The management of arrears across a variety of products is a key priority for the Bank of Ireland Group and is the responsibility of the MARS and ROI Collections team within the Customer Loans Solution unit.

The Contact Centre, located in Kilkenny, has operational responsibility for the collection and resolution of arrears for Bank of Ireland Group Mortgages with an exposure of

The positions will be based in the MARS & ROI Collections Contact Centre, Kilkenny and the successful applicants will be required to work in line with existing rosters (8am-12am) weekends and Bank Holidays may also be included.

Purpose of the Role

The primary objective of the role is to provide the point of contact for customers via telephone whose accounts are delinquent/over-limit. He/she will have a thorough knowledge of products & services offered. The role holder will ensure that customers are contacted and the appropriate procedures are followed to minimise credit losses, whilst also supporting the achievement of the business objectives. He/she will take responsibility to ensure that they operate in an effective, efficient and compliant manner while supporting in the achievement of the group`s strategic priorities as well as delivering operational goals.

Key Responsibilities

The successful candidate will:

  • Manage and effectively organise a portfolio of accounts via Case Management or Dialler files by pro-actively engaging with & contacting customers who are in arrears.
  • Interact with customers and third party professional representatives in a way that embodies our customer ethos & values
  • Negotiate to assist in obtaining a payment and/or an agreed arrangement
  • Resolve customer queries/requests in conjunction with other departments.
  • Keep up to date and adhere to departmental Policy and Procedures in an ever changing environment
  • Take personal responsibility for continued professional development (CPD)

Essential Qualifications

  • Third level qualification or equivalent is desirable but not essential however successful candidates will be expected to work towards achieving APA/QFA.

Essential Skills & Experience

  • Can-do positive attitude
  • Flexibility within a day-to-day role
  • Previous customer service/collections experience is essential (phone based advantageous)
  • Strong IT Skills - Microsoft Office Applications
  • Fluency in spoken & written English is a pre-requisite for the role
  • Excellent verbal & written communication skills with the ability to manage difficult conversations
  • Strong negotiation skills with a focus on reaching mutually agreeable solutions
  • Highly motivated with an ability to work under pressure, to meet individual, team & dept. KPI`s and tight deadlines
  • Ability to work within a team and collaboratively with colleagues

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

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.

Closing date: May 30, 2018

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