Business Services Advisor, Collections - #969850
Bank of Ireland
What is the opportunity?
This is an exciting opportunity to join a small team supporting customers through the life cycle of their finances. You will connect with customer to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
In this role you will:
- Contact customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank
- Manage own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures
- Use influencing skills to agree a balanced strategy or make recommendations to a higher directive holder where required
- Signpost customers to agencies that can provide further support when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs
- Supervise ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate
What will make you stand out?
- The ability to communicate optimally verbally and in writing.
- Attention to detail and focus on delivering quality outcomes for customers
- Ability to prioritise between challenging priorities in a sometimes stressful environment.
- Listening skills with a problem solving mindset. Along with demonstrable ability to influence and negotiate tailored solutions within pre-defined mandates.
- Demonstrable ability to prioritise workloads and meet specific timescales
Experience with any of the following will help you to stand out but is not vital in order to apply for this role:
- Experience of working in an emotionally challenging role preferred.
There are no specific qualifications or minimum educational requirements needed for this role.
More about the team
The Northridge collections and recoveries department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.
We attempt to proactively engage with our customers to help us to gain a full understanding of their financial situation, and we will take into account their individual circumstances while working with them to tailor a strategy that suits their needs. We utilise a range of hardship tools and forbearance options which can help customers through difficult periods or provide solutions which enable repayment of loans past maturity.
Why work with us?
The Bank of Ireland prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
Your wellbeing is important to us; we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!
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 *************@boi.com.