What is the opportunity

Be part of a thriving team supporting customers to ensure their financial needs are met.

It would beneficial if you have previous experience in the following areas:

• Knowledge of collections and recoveries processes and regulations
• Understanding of insolvency and legal processes
• Strong decision making ability and stakeholder management

In this role you will:

• Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
• Receiving external partner & insolvency company documentation and reviewing this for next steps in collections activity
• Creating files for legal action following review of internal and external credit information
• Managing own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
• Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
• Be a subject matter expert for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
• A point of escalation within the team for admin task completion
• Understanding and acting within the conduct framework ensuring that all customers are treated fairly.
• Identifying customer vulnerabilities and ensuring that these are dealt with sensitively.
• Updating system records to ensure that all activity is recorded accurately.
• Managing mailbox enquiries from internal and external customers.
• Liaising with 3rd parties suppliers and parties including site visits, if required.
• Takes ownership of issues that are observed and follow up to close gaps.

What will make you stand out?

Experience within a hire purchase/car finance Financial Services Industry.

Proven experience in a lending or debt recovery management function.

Able to demonstrate attention to detail and focus on delivering quality outcomes for customers.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The Northridge collections and recoveries department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.

We attempt to proactively engage with our customers to help us to gain a full understanding of their financial situation, and we will take into account their individual circumstances while working with them to tailor a strategy that suits their needs. We utilise a range of hardship tools and forbearance options which can help customers through difficult periods or provide solutions which enable repayment of loans past maturity.

We deal sympathetically and positively with any cases where a customer is in financial difficulty, and we are informed that they have potential vulnerability. Their vulnerability may affect their ability to deal with financial matters or mean that they will experience difficulty in being contacted by our usual communications channels. We will work with the customer to minimise the risk of detriment whilst working towards an outcome which is appropriate to the customers individual needs and circumstances.

Having to adhere to strict Regulatory requirements laid down by the Financial Conduct Authority means that we have to strike a balance between helping the customer where there is a chance of recovery, and identifying an exit strategy when the loan is unsustainable in the long term.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!