Arrears Case Consultant Belfast, United Kingdom
Job Summary
Front line staff are a vital touch point for identifying, recording and responding to customers who are in arrears or facing financial difficulty.
Key Responsibilities
1. Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
2. Handling own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
3. Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
4. Chairing and leading calls between key stakeholders to discuss individual cases and agree appropriate forbearance to address the immediate customer needs.
5. Being a subject matter authority for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
6. Responsible for