Arrears Support Unit Relationship Manager (ASU)
About Pepper Ireland:
Pepper Advantage Ireland has been instrumental in helping individuals, businesses, and investors navigate their financial journey since 2012. We manage over €20 billion worth of assets and have a skilled team of over 600 people across Dublin and Shannon. We service loans and mortgages, processing loan payments and resolving late payments or assisting with financial difficulties when needed.
As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe, and Southeast Asia, we employ over 3,500 people and have over €50 billion in assets under management.
About this Role:
The purpose of the Arrears Support Unit Relationship Manager is to manage relationships with a portfolio of borrower accounts to identify borrowers in difficulty, establish the reason for arrears, and work with borrowers to find a solution to their arrears situation. The Relationship Manager will also achieve business targets while ensuring that their role is achieved in the context of controlled policies and procedures, providing exceptional customer service and minimizing risk.
Key Responsibilities
Financial Targets
* Generate revenue from a portfolio of accounts in line with monthly targets
Customer Service
* Communicate with customers in a clear and concise manner
* Meet with Borrowers as required
* Adhere to service plan, including rotas and call targets
* Record expressions of dissatisfaction and customer complaints on the relevant customer complaints system
Risk Management through Compliance
* Conduct all tasks in a manner compliant with all policies, procedures, and legislative requirements
* Ensure all accounts are reviewed and managed in line with Company procedures
* Ensure all accounts are escalated as appropriate without unnecessary delay
Education & Qualifications
Leaving Certificate or equivalent (Essential)
Accredited Product Adviser (Desirable)
Qualified Financial Adviser (Desirable)
Technical Competencies
* Collections
* IT Knowledge – General Use
* Legal & Compliance
* Interpersonal & Behavioural Competencies
* Communication skills – Interpersonal and Written
* Customer Service and Commercial Awareness
* Influencing/Persuasion and Negotiation skills
* Judgment & Decision-Making
* Organisational Skills
* Team Working