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May 22 2018

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Offer: Arrears Support Associate:Bank of Ireland Group

Job description:

Arrears Support Associate

Bank of Ireland Group

   » Kilkenny
   » Not disclosed
   » Permanent full-time
   » Updated 17/05/2018
   » Kelly Spratt this job is expired SaveSave Apply Now

Job detail

Arrears Associate Support - Kilkenny

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 ROI 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
The positions will be located in the MARS & ROI Collections Contact Centre, Kilkenny and the prosperous candidates will be required to work in line with existing rosters (8am-12am) weekends and Bank Holidays may also be included.
Purpose of the function
The primary objective of the function is to provide the point of contact for customers via telephone whose accounts are delinquent/over-limit. He/she will have a thorough expertise of products & services offered. The function holder will ensure that customers are contacted and the appropriate procedures are followed to minimise credit losses, whilst also supporting the achievement of the business objectives. He/she will take responsibility to ensure that they operate in an effective, efficient and compliant manner while supporting in the achievement of the group`s strategic priorities as well as delivering operational goals.
Key Responsibilities
The prosperous candidate will:
   » Manage and effectively organise a portfolio of accounts via Case Management or Dialler files by pro-actively engaging with & contacting customers who are in arrears.
   » Interact 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 an ever changing environment
   » Take personal responsibility for continued professional development (CPD)
Essential Qualifications
   » Third level qualification or equivalent is desirable but not essential however prosperous candidates will be expected to work towards achieving APA/QFA.
Essential expertise & practice
   » Can-do positive attitude
   » Flexibility within a day-to-day function
   » Previous customer service/collections practice is essential (phone located advantageous)
   » Strong Information technology expertise - Microsoft Office Applications
   » Fluency in spoken & written English is a pre-requisite for the function
   » Excellent verbal & written communication expertise with the capability to manage difficult conversations
   » Strong negotiation expertise with a focus on reaching mutually agreeable solutions
   » Highly motivated with an capability to work under pressure, to meet individual, team & dept. KPI`s and tight deadlines
   » capability to work within a team and collaboratively with colleagues
Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this function.
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.

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Ref: 30da19f80f84d15dd362_1526548111
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Bank of Ireland Group

44 reviews


   » 19 South Frederick Street, Dublin 2


Job Category: Customer Service [ View All Customer Service Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Kilkenny
Company Type Employer
Post Date: 05/17/2018 / Viewed 11 times
Contact Information
Company: Bank of Ireland Group

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