Specialist Solutions Team (SST) Relationship Manager
Closing date for receipt of applications is Friday (20/12) at 17:00
Agency support not required for this role About Pepper Advantage Ireland:
Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012.
We manage over €20bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon.
We're here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties.
As part of the international Pepper Advantage Group, we combine local knowledge with global expertise.
With operations across the UK, Europe and Southeast Asia, we employ over 3,500 people and have over €50bn in assets under management.
About this role: The purpose of the Special Solutions Team Relationship Manager is to manage the relationship with a portfolio of customer accounts, to analyse accounts and offer appropriate sustainable measures for the borrower where suitable and in line with business objectives.
Where an alternative arrangement cannot be offered, ensure the account is reviewed for the appropriate Resolution options.
If no Resolution options are suitable, ensure the account is referred as appropriate.
Ensuring that this is achieved in the context of controlled policies, procedures and legislative requirements while providing exceptional customer service and minimising risk.
Location: Shannon
Permanent/Full time Key Responsibilities Assess customers' circumstances through review of the Standard Financial Statement & other standard documentation.Contact borrower to review output of documentation.Ensure appropriate solutions are offered where possible in line with business strategy.Deliver clear, concise, and accurate communication to customers via phone/email or face to face.Ensure all required service levels are maintained and delivered in line with policy.Conduct all tasks in a manner compliant with all policies, procedures, reference guides and legislative requirements.Conduct all tasks in accordance with the values of the organisation in all dealings with both internal and external stakeholders.Ensure all accounts are reviewed and managed in line with company procedures.Ensure all accounts are escalated as appropriate without unnecessary delay.When dealing with customers, ensure to act honestly, fairly, and professionally and in the best interests of the customer.Attend/present relevant accounts at weekly Credit Committee meeting.Skills & Experience Leaving Certificate or equivalent.Accredited Product Adviser (Loans) / Qualified Financial Adviser (essential).Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations.Knowledge of relevant mortgage lending legislation and industry requirements which may impact across the industry.Clear and full understanding of the regulatory and legal environment appropriate to the role including Consumer Protection Code and the Code of Conduct on Mortgage Arrears.Strong customer service skills, evidenced application of Treating the Customer Fairly.Proven experience in debt restructuring and demonstrated understanding of financial products.Experience in a Collections environment.Excellent time management & organisational skills.Experience in MS products (Microsoft Word & Excel is desirable).Competencies CollectionsLegal & ComplianceIT KnowledgeAccuracy & QualityInfluencing/Persuasion and Negotiation skillsCommunication skills – Interpersonal and WrittenJudgment and decision-makingProblem SolvingTeamworkCustomer ServiceStrong administrative & letter writing skillsRegulatory Requirements for this Role Fitness & Probity Please note that this role is a Controlled Function (CF) role under the Central Bank of Ireland's Fitness & Probity Standards and has been classified as a CF3 and CF4 role.
CF3 is giving advice to a customer of the regulated financial service provider.CF4 is arranging a financial service for a customer of the regulated financial service provider.You will be required to agree to abide by the Fitness & Probity Standards and complete a Fitness & Probity Questionnaire.
Due diligence checks will also be completed on your qualifications and Continuous Professional Development (CPD).
Conduct Standards Please note the Common Conduct Standards under the Individual Accountability Framework apply to this role.
They impose a single set of readily understood basic obligations on individuals carrying out CFs within Pepper.
These standards are in line with what would be considered as good practice by individuals carrying out such functions.
The standards are: Acting with honesty and integrity.Acting with due skill, care and diligence.Cooperating in good faith and without delay with the Central Bank and other relevant regulatory authorities.Acting in the best interests of customers and treating them fairly and professionally; andOperating in compliance with standards of market conduct and trading venue rules.Pepper is an equal opportunity employer.
Role Profiles are subject to change in line with business needs.
For more information on this role please email ******
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