Job Description How You'll Make an Impact Pro-actively manage assigned portfolio of cases and ensure steps are being taken to progress appropriate resolutions for customers.
Tasks will include, general loan administration, inbound and outbound arrears calls, assessing SFSs and drafting accurate, thorough, and concise credit reports for submission to decision makers.
Accurately records information on systems of records and trackers.
Efficiently and professionally deal with all communication (telephone or written correspondence) from customers and third parties.
Perform all assigned tasks in compliance with policies, procedures and Central Bank Codes and regulations and within SLA/ KPI deadlines.
Consistently demonstrate that "the customer is at the heart of everything we do" by engaging with customers and resolving customer queries in a timely and effective manner.
Treat all customers fairly and consistently throughout BAU activities, including credit proposals and resolutions.
Exhibits accountability and positive attitude managing portfolio of cases and when providing assistance to Senior Management in relation to ad-hoc queries.
Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes.
Actively participates in and contributes to weekly/monthly team meetings.
Consistently record incidents immediately on detection of errors and engages with Risk Partner / Risk Owner to resolve where required.
Takes ownership of errors and complaints received, managing the customer experience to a successful resolution Qualifications Expertise Good written and verbal communication skills.
Good negotiation and financial-analysis skills.
Adaptable and flexible to take on additional work as needed.
Results focused with a particular emphasis on quality and attention to detail.
Highly motivated with the ability to work on own initiative.
Ability to work effectively in a fast paced, complex and deadline driven environment.
Excellent teamwork skills working collaboratively with others to achieve goals and objectives.
Credit Analysis, underwriting and debt resolution skills.
Good communication, prioritisation, and communication skills.
Experience Previous financial services experience a in phone-based customer services and home-loan debt-resolution environment.
Qualifications QFA or APA (Loans) as a minimum.
Additional Information Central Bank of Ireland ("CBI") Fitness & Probity Regime Some of our roles are Control Functions ("CF") as defined by the Central Bank Reform Act 2010 .
If a vacancy is for a CF role, it will be indicated above.
For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.
D&I statement
