Morgan McKinley is currently partnering with a major Irish retail bank to hire for a Workout Agent in their St. Stephen Green location.
This is initially a 11-month contract through Morgan McKinley.
About the job Your Role:
As a Workout Agent, you will look to resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank, you will be responsible for completing Standard Financial Statements with customers and explaining their subsequent restructure offer. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.
Your Team:
The Workout Unit looks to manage and resolve the arrears issues with the borrower prior to the accounts moving in towards the Legal Department with the Bank and completing Standard Financial Statements with customers and explaining their subsequent restructure offer
Your Responsibilities:
● Meet the team daily targets as set out by management in order to ensure that the department is working within the agreed Service Level Agreements (SLA).
● Effectively manage the accounts you have been allocated on a daily basis.
● Learn new skill sets 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.
● Negotiate with customers immediately prior to the Bank moving to Legal proceedings.
● Drive effective levels of customer service.
● Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant.
● Adhere to the Bank's credit policies and procedures in relation to control, compliance and risk mitigation.
● Comply fully with the industry regulatory procedures directly relating with the Bank.
● Deal with restructuring queries on customer's mortgage account within company policy and the appropriate regulatory requirements.
● Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems.
● Effective logging/entry of customer complaints (verbal) to the Complaints system.
● Maintain and monitor customer contact with call outcomes updated on all relevant syste
Actively participate in to weekly team meetings.
● Work in a professional and timely manner in a busy and challenging Unit.
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 understanding to customers who may be faced with financial difficulties.
● 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.
● Recognised qualification /accreditation is required for this role
● I.e. APA/QFA is required in order to be in a position to discuss with customers product information and give advice in relation to forbearance options.
● Ideally currently working in a controlled function role, i.e. APA role
● Excellent PC skills (use of database, Word, Excel, Outlook)
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.
