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Mortgage Arrears Case Consultant


Mortgage Arrears Case Consultant

Bristol | England | United Kingdom

Division Description

At Bank of Ireland UK, our purpose is to be the leading partnership bank, providing simple, flexible, accessible financial services and products to UK customers, both directly and through partnerships with trusted, respected UK brands and intermediaries. We partner with two of the most trusted brands in the UK, the Post Office and the AA, and these partnerships have enabled us to widen our propositions and products, strengthen our relationships with existing customers as well as attract new ones. In Northern Ireland, we operate a full service retail and commercial branch network with 28 branches. Our successful Bank of Ireland for Intermediaries mortgage business has established strong partnerships with some of the largest mortgage intermediary networks in the UK. We also have a very successful car and asset finance business, which operates in Northern Ireland and Great Britain, under the Northridge Finance brand. Our successful approach to partnership is helping to make us to be distinctive in the marketplace, and challenge the big UK retail banks, by offering consumers a genuine and accessible alternative that they can trust.

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.

Key Accountabilities ?

Contacting customers to understand their financial circumstances

Managing effectively your own caseload, ensuring your actions are in line with the required regulatory framework.

Using negotiating and influencing skills to agree a sustainable strategy. 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 and assist customers with debt management tools where appropriate.

Acting in line with Treating Customers Fairly, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.

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.

Essential Qualifications

Minimum 5 GCSE Grade C or above including English and Maths (or equivalent).

Essential Skills & Experience

Experience in a customer service orientated role and demonstrated passion for delivering brilliant customer service.

Well-developed communication skills.

Strong time management skills, with the ability to balance service excellence with operational effectiveness within a fast paced environment.

Confident in using multiple computer systems.

The ability to work as part of a dynamic team.

Desirable Qualifications, Skills & Experience

Ability to assess financial information and make risk based decisions.

Debt recovery, credit control or litigation experience.

Understanding of Chapter 13 of the Mortgage Conduct of Business Rules.

Knowledge of credit scoring, provisioning or reporting to credit reference agencies.

Key Competencies

Competency 1: Customer Focused - 1. Self

Competency 2: One Group, one team - 1. Self

Competency 3: Agile - 1. Self

Competency 4: Manage Risk - 1. Self

Competency 5: Accountable - 1. Self

Closing date: Sep 25, 2019
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