Arrears Case Consultant

What is the opportunity

Our purpose is to enable our customers, colleagues and communities to thrive. In this role, you will have the opportunity to make a real difference to customers who are in financial difficulty. You will receive training and ongoing support from Coaches and Managers and be provided with the tools to develop additional skills to progress your career.

In this role you will:

• Contacting customers to understand their financial circumstances
• Managing effectively your own caseload, ensuring your actions are in line with the required regulatory framework.
• Using negotiating and influencing skills to agree a sustainable strategy. Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations).
• Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
• Acting in line with Consumer Duty, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.

What will make you stand out?

Experience in a customer service orientated role and demonstrated passion for delivering brilliant customer service.

Well-developed communication skills.

Strong time management skills, with the ability to balance service excellence with operational effectiveness within a fast paced environment.

Confident in using multiple computer systems.

The ability to work as part of a dynamic team.

Ability to assess financial information and make risk based decisions.

Debt recovery, credit control or litigation experience.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The Collections and Recoveries Department is responsible for the management of customers in financial difficulty. We deal with customers who have emerging financial difficulties and/or vulnerabilities, right through the entire collections cycle.

We listen to and understand our customers, always aiming to serve them brilliantly. Working collaboratively we keep an open mind and can-do attitude to find tailored solutions to our customer's challenging situations, whilst minimising losses to the Bank.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

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

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.