Job Title:
Key Responsibilities:
* Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
* Handling own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
* Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
* Chairing and leading calls between key stakeholders to discuss individual cases and agree appropriate forbearance to address the immediate customer needs.
* Being a subject matter authority for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
Additional Responsibilities:
* Providing on the job training within the team and wider C&R function
* Serving as a point of escalation within the team
* Signposting customers to agencies that can provide further support when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs.
* Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
* Understanding and acting within the conduct framework ensuring that all customers are treated fairly.
* Identifying customer vulnerabilities and ensuring that these are dealt with sensitively.
* Updating system records to ensure that all activity is recorded accurately.
* Handling mailbox enquiries from internal and external customers.
* Liaising with 3rd parties suppliers and parties including site visits, if required.
* Taking ownership of issues that are observed and follow up to close gaps.
Requirements:
* Experience within a hire purchase/car finance Financial Services Industry.
* Confirmed experience in a lending or debt recovery management function.
* Able to demonstrate attention to detail and focus on delivering quality outcomes for customers.
About the Team:
The Northridge collections and recoveries department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.
Why Work with Us:
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports. Your wellbeing is important to us; we have an employee assistance program, Web Doctor and financial wellbeing coaches available.