About this role
The purpose of the Mortgage Resolutions Administrator is to manage the letters and ARA completions processes, ensuring relevant letters or ARAs are applied on customer accounts in line with ARA decisions made at Credit Committee. This involves working within controlled policies, procedures, and legislative requirements while providing exceptional customer service and minimizing risk.
Key Responsibilities:
* Provide high-quality administration function.
* Draft and issue ARA-related letters to borrowers within required Service Level Agreements (SLA).
* Assist in resolving any issues that may arise during the completions process.
* Ensure all required service levels are maintained and delivered in line with policy.
* Conduct all tasks in a manner compliant with all policies, procedures, reference guides, and legislative requirements.
* Act honestly, fairly, and professionally when dealing with customers, acting in their best interests.
Requirements:
* Leaving Certificate or equivalent.
* Accredited Product Adviser (Loans) / Qualified Financial Adviser (desirable).
* Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations.
* Knowledge of relevant mortgage lending legislation and industry requirements.
* Strong customer service skills, including application of Treating the Customer Fairly.
* Proven experience in debt restructuring and demonstrated understanding of financial products.
* Experience in a Collections environment.
Competencies:
* Collections.
* Legal & Compliance.
* IT Knowledge.
* Accuracy & Quality.
* Influencing/Persuasion and Negotiation skills.
* Team Working.
* Communication skills - Interpersonal and Written.
* Judgment and decision-making.
* Problem Solving.
* Customer Service.