Purpose of the Role

The Business Banking Operations Associate is to be accountable for delivering excellent service and effective loan fulfilment to Bank of Ireland Business Banking Relationship Managers and their portfolio of business customers in the Small Business and Agriculture sector and Business Direct.

Key Accountabilities

• Champion serving customers brilliantly through high quality and accurate fulfilment of customer requests, focussing on right first time, while ensuring pledges and promises are delivered within Service Level Agreements.
• Champion & deliver proactive excellent service and support to Business Banking Relationship Managers and their business customers
• Maintain effective oversight of the status of each Loan Fulfilment case and build and sustain an ongoing, effective, proactive dialogue with individual Business Banking Relationship Managers in relation to their customers, highlighting applications where issues are apparent, proposing acceptable solutions and workarounds.
• Act as primary point of contact for Business Banking Relationship Managers on all queries relating to the loan process and vigorously lead and coordinate all Loan Fulfilment and associated requests received from the portfolio of Business customers, actioning all requests within agreed Service times and to agreed Service Standards
• Complete daily credit reports, acting on Relationship Manager instructions
• Update the tracking system ensuring all case details are input in an accurate, timely and complete manner to ensure the accuracy of the associated MI outputs
• Robustly analyse credit/security/legal issues that emerge affecting loan drawdowns, consulting with internal and external supports, and the Relationship Manager concerned, if appropriate, proposing options and solutions
• Work closely with the other team members and the Regional Team Lead to identify initiatives and implement in a timely manner
• Continually monitor, progress, and as necessary, escalate the resolution of outstanding issues in line with agreed Service Frameworks, proposing solutions and workarounds as the need arises.
• Ensure appropriate system of policies, internal controls, quality assurance, standards and procedures are in place to lead risk and ensure consistency of approach
• Provide the necessary MIS/Key Performance Indicators on the various stages of the Loan Fulfilment process as required and support the Regional Team Lead in planning the capacity planning for the Region
• Ensure our reputation from a credit and regulatory perspective is maintained and upheld.
• Seek to make and drive continuous improvement in performance both within the assigned customer portfolio(s) and across the portfolio of Business Banking relationship led customers.
• Support unit manager with delivering effective and collaborative teamwork, implementing process improvements, embracing new technology and services, production of management information, driving performance based approach across the unit and evidencing high levels of customer service.