About this Role
The purpose of the ASU LTMA is to manage relationships with a portfolio of customer accounts, analyse accounts and offer sustainable measures for borrowers where suitable. The role ensures accounts are reviewed for resolution options, referring them as appropriate if no resolution options are available.
Key responsibilities include assessing customer circumstances, offering solutions in line with business strategy, and maintaining required service levels. All tasks must be conducted in accordance with policies, procedures and legislative requirements, while providing exceptional customer service.
Responsibilities
1. Assess customers' circumstances through standard documentation review
2. Contact borrowers to discuss output of documentation
3. Offer appropriate solutions where possible in line with business strategy
4. Deliver clear, concise and accurate communication via phone, email or face-to-face
5. Maintain all required service levels in line with policy
6. Conduct tasks in compliance with policies, procedures and legislative requirements
7. Ensure all accounts are reviewed and managed according to company procedures
8. Evaluate accounts and escalate as necessary without delay
9. Act honestly, fairly and professionally when dealing with customers, prioritising their interests
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 mortgage lending legislation and industry requirements
* Clear understanding of regulatory and legal environment relevant to the role
* Strong customer service skills and experience in debt restructuring
* IT knowledge and experience in Collections environment
Competencies
* Collections
* Legal & Compliance
* IT Knowledge
* Accuracy & Quality
* Influencing or Persuasion and Negotiation skills
* Team Working
* Communication skills - Interpersonal and Written
* Judgment and decision-making
* Problem Solving
* Customer Service
The estimated salary range for this role is €40,000 - €60,000 per annum.