Description of business unit

The management of arrears across a variety of products is a key priority for the Bank of Ireland Group and is the responsibility of the MARS and Republic Of Ireland Collections team within the Customer Loans Solution unit.

The Contact Centre, located in Kilkenny, has operational responsibility for the collection and resolution of arrears for Bank of Ireland Group Mortgages with an exposure of <€1m, as well as Consumer Products (Credit Cards& Consumer Loans) and Small Business & Agri Loans) with exposures up to €1m and NI account management up to £850 within the early stages of arrears.

The positions will be based in the MARS & Republic Of Ireland Collections Contact Centre, Kilkenny and the successful applicants will be required to work in line with existing rosters of contact centre hours (weekends and Bank Holidays while not currently required may also be included).

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. They 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. They will take ownership to ensure that they operate in an effective, efficient manner while supporting in the achievement of the group's strategic priorities as well as delivering operational goals.

Key Accountabilities

• Handle 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.
• Assist in acquiring payments or an agreed arrangement.
• Resolve customer queries/requests in conjunction with other departments.
• Keep up to date and adhere to departmental Policy and Procedures.
• 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 improve 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.

#li-hybrid #ij-hybrid

Essential Qualifications

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

Essential Skills & Experience

• Can-do positive outlook!
• Flexibility within a day-to-day role!
• Previous customer service/collections experience is essential (phone based advantageous).
• Strong IT Skills - Microsoft Office Applications.
• Experience dealing with customers by telephone will be a distinct advantage!
• Excellent verbal & written communication skills with the ability to handle difficult conversations.
• Ability to focus on reaching mutually agreeable solutions!
• Highly motivated with an ability to meet individual, team & department. KPI's.
• 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