Person, Face, Finger, Beard

Mortgage Repayment Specialist

Bristol

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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.

Mortgage Repayment Specialist

Bristol, England, United Kingdom | Permanent | Full time

Mortgage Repayment Specialist

  • 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 specialists build relationships with our Interest only customers in order to understand their financial position and repayment capacity.

They assess the circumstances and discuss possible options with the customer that help limit losses to the Bank by agreeing sustainable strategies.

Key Accountabilities

  • Managing caseload of maturing and matured loan customers to establish contact in order to prevent and control outstanding mortgage balance
  • Contacting customers to understand their current circumstances and to understand what they need
  • Using negotiating and influencing skills to agree appropriate and sustainable repayment strategies whilst signposting customers to agencies that can provide further support
  • Owning the customer experience from point of notification through to conclusion via exceptional case management and communication skills
  • 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 our Interest only customers that have not advised of a repayment strategy or are not likely to repay their balance in a timely manner.

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 Skills & Experience

  • High level of problem solving and decision making with the ability to influence and negotiate tailored solutions within pre defined mandates
  • Previous 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.
  • The ability to work as part of a dynamic team.

Desirable Qualifications, Skills & Experience

  • Knowledge of credit scoring, provisioning or reporting to credit reference agencies
  • Understanding of Chapter 13 of the Mortgage Conduct of Business Rules.
  • Debt recovery, credit control or litigation experience.
  • Ability to assess financial information and make risk based decisions.
  • CeMap, ICM or equivalent qualifications, or the willingness to work towards the same or similar.

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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