ASU Case Manager
This is a contract role based in Dublin City Centre. The successful candidate will be required to work 2 days onsite.
Job Responsibilities:
* Proactively manage an assigned portfolio of mortgage arrears cases, ensuring steps are taken to progress appropriate resolutions for customers in line with relevant industry codes and regulations.
* Perform general loan administration, including handling inbound and outbound arrears calls.
* Accurately record information on systems of record and trackers.
* Efficiently and professionally handle all communication (telephone or written correspondence) from customers and third parties.
* Complete all assigned tasks in compliance with policies, procedures, and regulatory codes, ensuring adherence to SLA/KPI deadlines.
* Consistently demonstrate a customer-centric approach by resolving customer queries promptly and effectively.
* Treat all customers fairly and consistently during daily activities, including credit proposals and resolutions.
* Exhibit accountability and a positive attitude when managing case portfolios and assisting senior management with ad-hoc queries.
* Collaborate with all business areas to support team/department needs and achieve strategic outcomes.
* Actively participate in and contribute to weekly/monthly team meetings.
* Record incidents immediately upon detecting errors and engage with relevant risk personnel for resolution.
* Take ownership of errors and complaints, ensuring the customer experience is managed to a successful resolution.
Experience Required:
* Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
* Portfolio management or relationship management experience.
* Familiarity with the Code of Conduct on Mortgage Arrears (CCMA) and Consumer Protection Code (CPC).
Essential and Desirable Skills:
* Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
* Portfolio management or relationship management experience.
* Relevant Industry codes
Working Hours & Benefits:
* 2 days onsite / 3 days from home.
Educational Requirements:
* QFA or APA (Loans) certification as a minimum.