Purpose of the Role

The primary objective of the role is to provide the point of contact for customers via telephone whose accounts are delinquent/over-limit. He/she will have a detailed knowledge of products & services offered. The role 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 ownership 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 Accountabilities

• Handle and effectively coordinate 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 acquiring 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)

What is the opportunity?

You will work with a diverse and motivated department with a common goal of supporting customers in arrears. You will join a fast paced team who is continuously striving to enhance and develop customer and business initiatives.

Ways of Working

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type, you can have choice and flexibility in where you work and live. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and we will agree with you where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

This job can be done anywhere in Ireland with the primary office location as Loughboy Kilkenny to which travel will be required for in person teamwork. Exact frequency to be agreed with manager however average requirement is 2/3 days per week.

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Essential Qualifications

• Proven record in exemplary customer service

• Experience dealing with customers by telephone will be a distinct advantage!

Essential Skills & Experience

• Can-do positive attitude!

• Flexibility within a day-to-day role!

• Previous customer service/collections experience is crucial (phone based advantageous).

• Strong IT Skills - Microsoft Office Applications.

• Fluency in spoken & written English is a pre-requisite for the role

• Excellent verbal & written communication skills with the ability to handle difficult conversations.

• Strong negotiation skills with a focus on reaching mutually agreeable solutions

• Highly motivated with an ability to work under pressure, to meet individual, team & dept. KPI's and tight deadlines.

• Ability to work within a team and collaboratively with colleagues.

Key Competencies

• Customer Focused - Self
• Agile - Self
• Amplify Capability - Self
• Manage Risk - Self
• Champion Transformation - Self