About Pepper Advantage Ireland:
Pepper Advantage Ireland is a financial services company that has been helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €20 billion worth of assets and have a skilled team of more than 600 people across Dublin and Shannon.
We provide loan and mortgage services, processing payments and working with customers to resolve late payments or assist with financial difficulties.
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 Specialist Solutions Team (SST) Relationship Manager is responsible for managing customer relationships, analysing accounts and offering sustainable measures for borrowers. They ensure accounts are reviewed for Resolution options and referred as necessary. This role requires exceptional customer service, controlled policies, procedures and legislative requirements.
Key Responsibilities:
* Assess customers' circumstances through review of Standard Financial Statement & other documentation.
* Contact borrower to review output of documentation.
* Offer appropriate solutions where possible in line with business strategy.
* Deliver clear, concise, and accurate communication to customers via phone/email or face-to-face.
* Maintain all required service levels in line with policy.
* Conduct tasks in compliance with policies, procedures, reference guides and legislative requirements.
* Ensure all accounts are reviewed and managed in line with company procedures.
* Escala
* When dealing with customers, act honestly, fairly, and professionally in their best interests.
* Attend/present relevant accounts at weekly Credit Committee meeting.
Skills & Experience:
* Leaving Certificate or equivalent.
* Accredited Product Adviser (Loans) / Qualified Financial Adviser (essential).
* Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations.
* Knowledge of relevant mortgage lending legislation and industry requirements.
* Clear understanding of regulatory and legal environment appropriate to 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 is desirable).
Competencies:
* Collections.
* Legal & Compliance.
* IT Knowledge.
* Accuracy & Quality.
* Influencing/Persuasion and Negotiation skills.
* Communication skills – Interpersonal and Written.
* Judgment and decision-making.
* Problem Solving.
* Teamwork.
* Customer Service.
* Strong administrative & letter writing skills.
Regulatory Requirements for this Role:
This role is a Controlled Function (CF) role under the Central Bank of Ireland's Fitness & Probity Standards and has been classified as a CF3 and CF4 role.
You will be required to agree to abide by the Fitness & Probity Standards and complete a Fitness & Probity Questionnaire. Due diligence checks will also be completed on your qualifications and Continuous Professional Development (CPD).