Purpose of the Role

As a case manager on The Case Management Team you will be in charge of proactively handling the customer journey/relationship between the Bank and customer from mortgage approval to drawdown stages.

Key Accountabilities

• Coordinate the delivery of outstanding Mortgage Pipeline experience for Bank of Ireland Customers
• Proactively engaging with all relevant mortgage collaborators to ensure all loan conditions satisfied to progress to drawdown
• Adhering to the contact strategy plan 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 raised for reporting
• 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 to ensure the accuracy of the associated follow ups and MI outputs!
• Ensure appropriate adherence and completion of internal controls, quality assurance standards and procedures are met and adhered to handle risk and ensure consistency of approach

What is the opportunity

You will have the opportunity to work across the wider Customer Delivery, Home Buying Team enable customers move safely into their new homes by being a key point of contact. Working collaboratively with colleagues across the Mortgage journey to support customers and remove customer difficulties.

Essential Qualifications

Leaving Certificate - minimum 5 passes in 5 ordinary level subjects including Maths and English or equivalent qualification

Essential Skills & Experience

• Strong customer focus and a validated dedication to serving customers brilliantly
• Strong planning, interpersonal and process adherence skills
• Excellent verbal and written communication skills
• Strong negotiation, report writing and numerical skills with a focus on reaching mutually agreeable solutions
• Strong numerical and report writing skills in addition to sound decision making ability
• Highly motivated with a capability to meet targets and tight deadlines.
• Ability to work within a team and collaboratively with colleagues and various collaborators, flexible with a positive demeanor to change.
• A hardworking, 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
• Strong awareness of trends in the housing and Mortgage markets and competitors
• A knowledge of the AS400 / Mortgage Desktop / Mortgage Link preferred
• Strong IT skills including Microsoft products e.g. Excel
• An understanding of the mortgage customer journey and the regulatory environment!
• Previous customer facing/telephony experience preferred
• Experience with taking care of mortgage applications