Bank of Ireland

Personal Insolvency Case Manager

Dublin, Republic of Ireland
08 Dec 2022
22 Dec 2022
Approved employers
Approved employer
Contract type
Full time
Experience level

Description of business unit

Customer Loans Solutions "CLS" is a strategically meaningful function for the Group. MARS and Group Collections is a key function within CLS and holds responsibility for managing challenged and non-performing retail risk in Bank of Ireland.

Included in the CLS unit is the distinct function of the Personal Insolvency Unit who undertake the end-to-end management of all PI cases across the Group's RoI portfolios. This includes administration, credit assessment (in conjunction with Retail Credit) and relationship management with external Personal Insolvency Practitioners (PIPs) and the Insolvency Service of Ireland.

Purpose of the Role

We are responsible for the development of working relationships with PIPs, various approved intermediaries (e.g. Money Advice Bureau Service) and the Insolvency Service of Ireland to ensure that the Bank improves achievable recoveries from PI proposals.

The PI case manager plays a key role in maximising recovery and achieving the best outcome for both customer and BOI by applying the appropriate treatment solution in line with procedural and regulatory standards and timelines. It is the case manager's responsibility to handle cases in an effective and efficient manner while conveying respect and empathy for the bank's customers in difficult circumstances.

Key Accountabilities

  • Handle and prioritise your own portfolio to establish contact with customers/PIP and agree the appropriate treatment for resolution/property disposal in a timely, effective and efficient manner.
  • Proactive and direct engagement with customers/PIPs, and/or third party professional representatives, including face to face meetings where required using influencing and mediation skills to assist in acquiring the most mutually beneficial outcome.
  • Preparation of credit proposals and presentation of cases to Senior Management/Retail Credit as required and assist with preparation of MI for Internal and Regulatory reporting purposes.
  • Support engagement with key collaborators, and lead on complex cases including completion of vital due diligence, credit recommendations or propose alternative customer strategies.
  • Represent the Group's position at PI Creditors meetings, where appropriate and work closely with appointed solicitors/legal counsel on PI Court Appeal Objection cases.

What is the opportunity?

This is an excellent development opportunity and will suit an ambitious and self-motivated individual seeking to work in a professional, dynamic and fast paced environment!

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.

This job can be done anywhere in ROI with the primary office location as Dublin to which travel will be required for in person collaboration. Exact frequency to be agreed with manager.

Essential Qualifications

3rd level qualification and/or relevant business experience. APA Loans.

Essential Skills & Experience

  • Experience in similar Financial Services roles
  • Understanding of the CCMA, CPC and MARP.
  • Excellent verbal and written communication skills with the ability to articulate and detail the rationale for strategy recommendations and decisions.
  • Able to handle difficult customer conversations and influence borrowers in distressed debt scenarios.
  • Strong mediation skills arising from experience in handling distressed debt cases with a focus on reaching mutually agreeable solutions.
  • Strong numerical and report writing skills in addition to sound decision making ability.
  • Collaborative, flexible and shows positivity towards change.
  • Strong planning, organisational and process adherence skills.
  • Have the required MCC qualifications and accredited to undertake MCC activity (including up to date CPD) - minimum APA Loans.

Key Competencies

  • Accountable - Self
  • Agile - Self
  • Manage Risk - Self
  • One Group, one team - 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

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

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