Morgan McKinley is partnering with a leading Irish bank to hire for an advisory agent in the arrears department.
Contract length: 11 months
Location: Dublin
Your Role:
As an Advisory Agent within the Arrears Support Unit, you will be responsible for completing Standard Financial Statements with customers and explaining their subsequent restructure offer, resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank.
This role will suit you if you are interested in developing your Credit Decision making skills. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.
Your Responsibilities:
- Deal with restructuring queries on customers' mortgage account within company policy and the appropriate regulatory requirements.
- Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant.
- Effectively manage the accounts you have been allocated on a daily basis.
- Engage and negotiate with customers on the phone to deliver the optimum solution for both the customer and the bank.
- Give advice to customers in relation to options available to them within CCMA and CPC guidelines where applicable.
- Explain the Alternative Restructure Arrangement process to Borrowers and refer to relevant departments/Branch where required.
- Adhere to the Bank's credit policies and procedures in relation to control, compliance and risk mitigation.
- Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems.
- Maintain and monitor customer contact with call outcomes updated on all relevant systems.
- Actively participate in to weekly team meetings.
- Learn new skillsets with regards to procedures around Provision 28, 29, 45 and 47 of the CCMA.
- Develop and grow your knowledge with regard to procedures around CPC accounts and the appointment of a Rent Receiver.
- Effective logging/entry of customer complaints (verbal) to the Complaints system.
Requirements:
Essential
- Ideally have previous experience in debt resolution
- Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing compassion to customers who may be faced with financial difficulties.
- Recognised qualification /accreditation i.e. APA/QFA in order to be in a position to discuss with customers product information and give advice in relation to forbearance options when required.
- Excellent PC skills (use of database, Word, Excel, Outlook)
- Possess a detailed understanding of relevant legislation, i.e. Code of Conduct on Mortgage Arrears, Consumer Protection Code 2012 and the Minimum Competency Code and how these apply to our day-to-day interaction with customers.
Desired
- Knowledge of CCMA, CPC and MCC and how these apply to our day to day interaction with customers
- Excellent PC skills (in particular Word and Excel)
- Excellent attention to detail and organisational skills
- Ability to work in a team environment and is flexible
- Financial / Mortgage market awareness.
- Potential To develop Credit Decision making skills
If this sounds like you, apply today with a copy of your CV!
