Arrears Support Associate

Description of business unit

The management of arrears across a variety of products is a key priority for the Bank of Ireland Group and is the responsibility of the MARS and Consumer Collections team within the Customer Loans Solution unit.

The Contact Centre, located in Kilkenny, has operational responsibility for the collection and resolution of arrears for Bank of Ireland Group Mortgages with an exposure of €1m, as well as Consumer Products (Credit Cards& Consumer Loans) and Small Business & Agri Loans) and Account Management NI, all within the early stages of arrears.

The positions will be based in the MARS & ROI Collections Contact Centre, Kilkenny and the successful applicants will be required to work in line with existing rosters of contact centre hours (weekends and Bank Holidays while not currently required may also be included).

Purpose of the Role

As the point of contact for customers whose accounts are over-limit, you will have a detailed knowledge of the products & services we offer. The role holder will ensure that customers are contacted and the appropriate procedures are followed to minimise credit losses.

Key Accountabilities

• Manage and effectively organise a portfolio of accounts via Case Management or Dialler files to pro-actively engage with & contact customers who are in arrears.
• Work with customers and third party professional representatives in a way that embodies our customer ethos & values.
• Negotiate to assist in obtaining a payment and/or an agreed arrangement.
• Resolve customer queries/requests in conjunction with other departments.
• Keep up to date and adhere to departmental Policy and Procedures in a constantly evolving environment.
• Take personal responsibility for continued professional development.

What is the opportunity?

You will work with a diverse and motivated department with a common goal of supporting customers in arrears. You will join a fast paced team is continuously striving to improve and develop customer and business initiatives.

Ways of Working

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our dedication to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person teamwork, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

Post training, this job can be done anywhere in the Republic of Ireland with the primary office location as Kilkenny to which travel will be required for in person collaboration. Exact frequency to be agreed with manager but will generally be an average of 2 days per week in line with team charters.

Essential Qualifications

N/A

Essential Skills & Experience:

• Can-do positive attitude
• Flexibility within a day-to-day role
• Previous customer service/collections experience is crucial (phone based advantageous)
• Strong IT Skills - Microsoft Office Applications
• Fluency in spoken & written English is a pre-requisite for the role
• Excellent verbal & written communication skills with the ability to handle difficult conversations
• Strong negotiation skills with a focus on reaching mutually agreeable solutions
• Highly motivated with an ability to work to meet individual, team & dept. KPI's and tight deadlines
• Ability to work within a team and collaboratively with colleagues

Successful candidates will be expected to work towards achieving APA/QFA.

Key Competencies

• Customer Focused - Self
• Agile - Self
• Amplify Capability - Self
• Manage Risk - Self
• Champion Transformation - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com.

For further information, and to apply, please visit our website via the “Apply” button below.