About this Role:
The purpose of the ASU LTMA is to manage relationships with a portfolio of customer accounts, analyzing accounts and offering suitable sustainable measures for the borrower where possible in line with business objectives. The role ensures accounts are reviewed for appropriate resolution options and referred as necessary while adhering to controlled policies, procedures, and legislative requirements.
Key Responsibilities:
* Assess customer circumstances through standard documentation review
* Contact borrowers to discuss account reviews
* Offer suitable solutions where possible in line with business strategy
* Deliver clear communication to customers via phone or face-to-face
* Maintain required service levels in line with policy
* Comply with all policies, procedures, and legislative requirements
* Manage accounts in accordance with company procedures
* Evaluate and escalate accounts as necessary without delay
* Interact with customers honestly, fairly, and professionally
Requirements:
* Leaving Certificate or equivalent (Essential)
* Accredited Product Adviser (Housing loans) (Essential)
* Qualified Financial Adviser (Desirable)
* Knowledge of Personal Insolvency or Bankruptcy Regulations
* Understanding of mortgage lending legislation and industry requirements
* Clear comprehension of regulatory and legal environment applicable to the role
* Strong customer service skills and Treating the Customer Fairly application
* Proven experience in debt restructuring and financial product understanding
* Collections environment experience
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