About this Role
The purpose of the ASU LTMA is to manage relationships with a portfolio of customer accounts, analyze accounts, and offer sustainable measures for borrowers where suitable and aligned with business objectives. This involves reviewing accounts for resolution options, ensuring compliance with policies, procedures, and legislative requirements while providing exceptional customer service and minimizing risk.
Key Responsibilities:
* Assess customers' circumstances through documentation review.
* Contact borrowers to discuss documentation results.
* Offer appropriate solutions where possible, in line with business strategy.
* Communicate clearly, concisely, and accurately with customers via phone, email, or face-to-face.
* Maintain and deliver required service levels in accordance with policy.
* Perform tasks compliant with all policies, procedures, and legislative requirements.
* Act honestly, fairly, and professionally, always prioritizing the best interests of the customer.
Requirements:
* Leaving Certificate or equivalent (Essential).
* Accredited Product Adviser (Housing loans) (Essential).
* Qualified Financial Adviser (Desirable).
* Experience or knowledge of Personal Insolvency or Bankruptcy Regulations.
* Knowledge of relevant mortgage lending legislation and industry requirements.
* Clear understanding of regulatory and legal environment, including Consumer Protection Code and Code of Conduct on Mortgage Arrears.
* Strong customer service skills and experience in debt restructuring.
Competencies:
1. Collections.
2. Legal & Compliance.
3. IT Knowledge.
4. Accuracy & Quality.
5. Influencing or Persuasion and Negotiation skills.
6. Team Working.
7. Communication skills - Interpersonal and Written.
8. Judgment and decision-making.
9. Problem Solving.
10. Customer Service.