About this role
The Mortgage Resolutions Administrator manages letters and ARA completions processes to apply relevant letters or ARAs on customer accounts in line with ARA 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 a high-quality administration function.
* Draft and 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.
* Evaluate and maintain all required service levels in accordance with policy.
* Conduct tasks in compliance with all policies, procedures, reference guides, and legislative requirements.
* Ensure all accounts are reviewed and managed in line with company procedures.
* Escalate accounts as appropriate without unnecessary delay.
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
* Strong customer service skills and Treating the Customer Fairly application
* Proven experience in debt restructuring and financial product understanding
* Experience in Collections environment
* Excellent time management and organizational skills
Competencies
* Collections
* Legal and Compliance
* IT Knowledge
* Accuracy and Quality
* Influencing/Persuasion and Negotiation skills
* Team Working
* Communication skills - Interpersonal and Written
* Judgment and decision-making
* Problem Solving
* Customer Service
* Strong administrative and letter writing skills