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 to customer accounts in line with decisions made at Credit Committee. This is achieved within controlled policies, procedures, and legislative requirements while providing exceptional customer service and minimizing risk.
Key Responsibilities:
* Provide high-quality administration function
* Draft & issue ARA-related letters to borrowers within required SLA
* Manage the closing stages of applying ARA completions to a customer account
* Contact borrowers to review outstanding payments or shortfalls if required
* 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 compliance with policies, procedures, reference guides, and legislative requirements
* Ensure all accounts are reviewed and managed in line with company procedures
* Escalate all accounts as appropriate without unnecessary delay
* Act honestly, fairly, and professionally when dealing with customers, acting in their best interests
Requirements:
* Leaving Certificate or equivalent (Essential)
* Accredited Product Adviser (Loans) / Qualified Financial Adviser (Desirable)
* Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations
* Knowledge of relevant mortgage lending legislation and industry requirements
* Clear understanding of regulatory and legal environment for the role
* Strong customer service skills, evidenced application of Treating the Customer Fairly
* Proven experience in debt restructuring and demonstrated understanding of financial products
* Experience in a Collections environment
* Excellent time management & organisational skills
* Experience in MS products (Microsoft Word & Excel desirable)
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
* Strong administrative & letter writing skills