People, Person, Couch, Furniture

Mortgage Arrears Case Consultant


Mortgage Arrears Case Consultant

Bristol | England | United Kingdom

Description of business unit

The Debt Management function within UK mortgages looks after c.165k mortgage customers, of which c. 7,000 are in active arrears. The area is responsible for arrears policy, strategy and all customer interaction in effectively managing and influencing Group Non Performing exposures. We seek to minimise BOI UK plc losses and manage our customers in a fair and appropriate manner in line within the increasing regulatory framework. The area handles all Debt Management from early arrears through to forbearance and litigation and possessions.

Purpose of the Role

The purpose of the role is to handle allinteraction with customers that may be facing financial difficulty. From assessing both the individual circumstances of the customer andthe prudential risk posed to the Bank.

Key Accountabilities

Managing and effectively organising your own caseload to contact customers who are in arrears

Using negotiating and influencing skills to obtain agreed arrangements

Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances

Empathising with customers in financial difficulty whilst ensuring that Group Arrears Policy is adhered to

Reviewing customer budgets to ensure their mortgage debt is being prioritised and having knowledge of consequences of non-payment of other priory debts

Liaising with external agencies and referring customers to them if appropriate

Understand the key requirements of the regulatory framework in respect of Conduct Risk, ensuring in all circumstances that the customers are receiving fair outcomes.

What is the opportunity

You will work as part of a dynamicteam that plays a key role in the management of the Groups Non performing exposures whilstmaintaining the Departments high level ofservice ensuring that our customers are served brilliantly.

Essential Qualifications

5 GCSE's, Grade A-C, including English and Maths or equivalent and ability to produce certificates

Essential Skills & Experience

Experience of customer engagement within a collections / credit or customer service environment, preferably with knowledge of mortgage products and related regulatory environment

Proven ability to financially assess a customer's personal circumstances & establish appropriate strategies

Well-developed written and oral communication skills, preferably with experience of negotiation

Strong organisation and time management skills, with ability to balance service excellence with operational effectiveness

Ability to show flexibility and adapt positively to change in a demanding and fast paced environment.

Desirable Qualifications, Skills & Experience

Experience of using predictive dialler and Automated Call Distribution system

Knowledge of credit scoring, provisioning and reporting to credit reference agencies

Knowledge of Department of Works and Pensions and the benefits available to consumers

Knowledge of legal remedies for management and ultimate recovery of debt under English, Scottish and Northern Irish Law

Understanding of Chapter 13 of the Mortgage Conduct of Business Rules

CeMap or Mortgage Advice Qualification

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies 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: Apr 26, 2019
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