Arrears Support Advisor - Kilkenny
A fantastic opportunity to learn, develop and build your career within banking.
Description of Business Unit
The early intervention and management of mortgage pre-arrears and arrears customers experiencing financial difficulty is a key priority for Bank of Ireland and is the responsibility of MARS within the Retail Ireland Division.
Purpose of the Role
The main goal of this role is to serve as the primary contact for customers experiencing financial difficulties via telephone. The role holder will possess in-depth knowledge of the products and services provided.
Key Responsibilities:
* Advocate for customer needs while ensuring that all offers align with the best interests of both the customer and the bank.
* Engage with customers and external professional representatives in a manner that reflects our commitment to customer service and core values.
* Stay informed about and comply with departmental policies and procedures in a dynamic environment.
* Actively contribute to achieving both customer and business goals through proactive and reactive interactions, both inbound and outbound.
* Ensure that all accounts are managed in accordance with current credit policies and comply with relevant regulations and legislation.
Essential Skills & Experience
* Demonstrated fair and effective customer experience.
* Business acumen to assess risk situations and identify optimum solutions.
* Proven willingness to take on extra responsibilities, think creatively with a view to improving personal & team performance & efficiency.
* Resilience in dealing with problematic situations.
* A flexible approach to the role and working hours.
* Strong negotiation skills with a focus on reaching mutually agreeable solutions.
* Initiative-taking with an ability to work under pressure, to meet individual, team & dept. KPI`s and tight deadlines.
What You Will Get:
* Opportunity to join a diverse and motivated team united by the shared goal of assisting customers in arrears.
* Dynamic group that is continuously working to enhance and develop initiatives that benefit both customers and the business.
* Hybrid working model with home, agile hub, and office-based options available.