Job Description
Our client are one of the leading retail and SME banks in Ireland and are rapidly growing. This is an exciting opportunity to join their team as an Arrears/Workout Agent.
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. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.
Your Responsibilities:
⦁ Meet Team performance targets and Key Performance Indicators (KPI's).
⦁ Effectively manage the accounts you have been allocated on a daily basis.
⦁ 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.
⦁ Negotiate with customers immediately prior to the Bank moving to Legal proceedings.
⦁ Drive effective levels of customer service.
⦁ Adhere fully to Bank processes and procedures.
⦁ Comply fully with the industry regulatory procedures directly relating with the Bank.
⦁ Effective logging/entry of customer complaints (verbal) to the Complaints system.
Essential Requirements:
⦁ 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 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
Ideally currently working in a controlled function role, i.e. APA role
⦁ Excellent PC skills (use of database, Word, Excel, Outlook)
Desired Requirements:
⦁ Potential to develop Credit Decision making skills
⦁ Financial / Mortgage market awareness.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
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