Description of Business Unit

Home Buying sits within Retail Ireland and is responsible for the development and implementation of the strategy for mortgage loans in the Republic of Ireland, to include all aspects of mortgage markets, risk profile, returns, costs, fulfilment, servicing and market positioning.

Mortgage Customer Delivery is a function within Home Buying and supports customers during their mortgage application process and throughout the life of their mortgage.

Purpose of the Role

As Case Managers, we are responsible for proactively handling the customer journey/relationship between the Bank and customer from mortgage approval to drawdown stages.

Key Accountabilities

• Take ownership for the delivery of outstanding Mortgage Pipeline experience for Bank of Ireland Customers. The role will predominantly focus on the end-to-end ownership and management of Mortgage customer related Loan Fulfilment & Pipeline Management activities.
• Proactively engaging with all relevant mortgage collaborators including the Customer, solicitors and valuers to ensure all loan conditions satisfied to progress to drawdown.
• Adhere to contact strategy plans to ensure proactive follow up with Customers is carried out by completing required levels of daily activity.
• Have responsibility for management of complaints received and delivery of action plans to ensure that all complaints are handled within CPC guidelines and ensure any errors are advanced for reporting.
• Maintain a shown understanding of all applicable regulations and take ownership of any errors and associated action plans.
• Maintain effective oversight of the status of each mortgage application and build and sustain an ongoing, effective, proactive dialogue with mortgage specialists, Credit and support teams highlighting applications where issues are apparent, proposing acceptable solutions and workarounds.
• Proactively handle customer expectations in relation to turnaround times for receipt and processing of supporting documentation and other loan conditions.
• Update the tracking system ensuring all case details are input in an accurate, timely and complete manner while making sure quality assurance standards and procedures are met and adhered to handle risk and ensure consistency of approach.

Essential Skills & Experience

• Strong customer focus and a confirmed dedication to serving customers brilliantly
• Good interpersonal skills with excellent verbal and written communication skills!
• Strong negotiation skills with a focus on reaching mutually agreeable solutions while having strong numerical and report writing skills in addition to sound decision making ability.
• Highly motivated and committed to meeting targets and tight deadlines!
• Ability to work collaboratively within a team with a positive attitude to change as well as having a hard-working, proactive approach to work and accepts responsibility and ownership.

Desirable Qualifications, Skills & Experience

• QFA or APA Loans and Life preferred
• Level 8 NFQ Degree
• Understanding of Bank of Ireland's mortgage product offering and customer proposition while having good experience dealing with mortgage applications
• Strong IT skills including Microsoft products e.g. Excel
• Previous customer facing/telephony experience preferred