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Case Manager


Case Manager

Dublin | Ireland

Case Manager

Mortgage Operations sits within Group Customer Operations and supports customers during their mortgage application process and throughout the life of their mortgage.

The Case Management team is responsible for managing every touchpoint of the customer journeyand managing the relationshipbetween the Bank and customer from the mortgage approval to Drawdown.

The opportunity:

Location: This role is based in Baggot Plaza, D4

Key Accountabilities:

  • Have responsibility for the delivery of market-leading Mortgage Pipeline experience for customers The role will predominantly focus on the end-to-end ownership and management of Mortgage customer related Loan Fulfilment & Pipeline Management activities
  • Core to the role of the Case Manager is driving the lending pipeline through the loan drawdown process, including managing associated documentation and, dealing directly with customers and their advisors throughout the process including solicitors and valuers.
  • Drive continuous improvement in performance both within the assigned customer portfolio(s) and across the portfolio of Mortgage relationship managed customers.
  • Have responsibility for management of complaints received and delivery of action plans to ensure that all complaints are managed within CPC guidelines
  • Maintain solid understanding of all applicable regulations and take ownership of any errors and associated action plans
  • Support team working patterns for our 8am to 8pm customer service offering
  • Maintain effective oversight of the status of each mortgage application and create and sustain an ongoing, effective, proactive dialogue with mortgage specialists, Credit and support teams highlighting applications where issues are apparent, proposing acceptable solutions and workarounds.
  • Drive and take ownership for drawing down Mortgage applications including resolution of issues relating to Qualifications on Title, Valuations, staged drawdowns etc.
  • General administration and project delivery such as oversee all Loan Fulfilment and associated requests received from the portfolio of Mortgage customers, actioning all requests within agreed Service times and to agreed Service Standards
  • Completion of forecast and performance reports for mortgage drawdowns
  • Update the tracking system ensuring all case details are input in an accurate, timely and complete manner to ensure the accuracy of the associated MI outputs
  • Examine/analyse credit/security/legal issues that emerge affecting loan drawdowns, consulting with internal and external supports, proposing options and solutions
  • Work closely with the other Case Managers and the Regional Leads to identify initiatives and implement in a timely manner
  • Continually monitor, progress, and as necessary, escalate the resolution of outstanding issues in line with agreed Service Frameworks, proposing solutions and workarounds as required.
  • Ensure appropriate system of policies, internal controls, quality assurance , standards and procedures are in place to manage risk and ensure consistency of approach
  • Provide the necessary MIS/Key Performance Indicators on the various stages of the Loan Fulfilment process as required and support the Regional Team Lead in planning the capacity planning for the Region

Essential Requirements:

Skills & Experience:

  • Excellent verbal and written communication skills
  • Strong organisational skills
  • Strong negotiation skills with a focus on reaching mutually agreeable solutions
  • Strong numerical and report writing skills in addition to sound decision making ability.
  • Highly motivated with an ability to work under pressure, to meet targets and tight deadlines.
  • Ability to work within a team and collaboratively with colleagues and various stakeholders, flexible with a positive attitude to change.
  • Strong planning, organisational and process adherence skills
  • Strong customer focus and a proven commitment to the customer excellence standards at all times
  • An understanding of the mortgage customer journey and the regulatory environment


  • Leaving certificate - minimum of 5 passes (grade D or above) at Ordinary Level, which must includeEnglish and Maths, or equivalent or superseding qualification

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: Sep 27, 2018
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