Your Role:
Negotiate and create individual payment arrangements on outstanding customer mortgage,
visa and term loan arrears accounts through empathic inbound and outbound call handling.
Your Team:
The Collections team negotiate and create individual payment arrangements on outstanding
customer mortgage, visa and term loan arrears accounts through empathic inbound and outbound
call handling.
Your Responsibilities:
- Conduct inbound and outbound telephone activity on customer arrears portfolios
- Gather information from customers to validate repayment offers
- Negotiate the required repayment plan to settle the outstanding balance/arrears
- Meet individual performance targets and Key Performance Indicators (KPI's)
- Review, maintain, accurately update and amend account records on the Company's collection system(s)
- Meet objectives relating to quality call handling
- Comply fully with the Bank processes and procedures
- Comply fully with the industry regulatory procedures directly relating to the Bank
- Conduct initial investigatory work to ascertain potential new information/address for the customer.
Requirements:
Essential
- Leaving Certificate (or equivalent qualification) minimum of 5 passes in 5 ordinary level subjects including Maths and English.
- Prior customer service experience
- Good numerical skills
- Fluent written and spoken English
- Strong PC skills
Desired
- Current understanding of CPC and MCC
- Qualified Financial Advisor (QFA)/Accredited Product Advisor in Loans and Regulations
- Prior telephony experience in either a collections or sales environment
