Arrears Support Advisor Role
This is a 6-month full-time contract with Cpl, a Talent Partner to Bank of Ireland. As an Arrears Support Advisor, you will be part of a diverse and motivated team working to assist customers in arrears.
About the Business Unit
The early intervention and management of mortgage pre-arrears and arrears customers experiencing financial difficulty is a key priority for Bank of Ireland. This role is responsible for the resolution of mortgage arrears for customers in financial difficulty within Bank of Ireland Group mortgages.
Purpose of the Role
The main goal of this role is to serve as the primary contact for customers experiencing financial difficulties via telephone. You will possess in-depth knowledge of the products and services provided and ensure timely communication with customers, adhering to established procedures to minimize credit losses.
Key Responsibilities
* Advocate for customer needs while ensuring that all offers align with the best interests of both the customer and the bank.
* Engage with customers and external professional representatives in a manner that reflects our commitment to customer service and core values.
* Stay informed about and comply with departmental policies and procedures in a dynamic environment.
* Actively contribute to achieving both customer and business goals through proactive and reactive interactions, both inbound and outbound.
Requirements
* Demonstrated fair and effective customer experience.
* Business acumen to assess risk situations and identify optimum solutions.
* Proven willingness to take on extra responsibilities, think creatively with a view to improving personal & team performance & efficiency.
* Resilience in dealing with problematic situations.
* A flexible approach to the role and working hours.
* Strong negotiation skills with a focus on reaching mutually agreeable solutions.
What We Offer
* You will become part of a diverse and motivated team united by the shared goal of assisting customers in arrears.
* At Bank of Ireland, you don't need to work from an office to make a meaningful impact. Our commitment to supporting our colleagues' success means you can enjoy flexibility in your work location, depending on your role, customer needs, and organizational requirements.
* We have a hybrid working model, with home, agile hub, and office-based options available.
Career Development
While initially these are contracts circa 6 months in duration, opportunities to extend are available subject to individual performance and availability of roles. Over the years, we have seen Cpl colleagues start something amazing, take experience from other roles and build solid careers with Bank of Ireland.