Job Descriptions

Your
Role:

Negotiate and create individual payment
arrangements on outstanding customer mortgage, visa and term loan arrears
accounts through empathic inbound and outbound call handling

Your Team:

The Collections team negotiate and create individual payment
arrangements on outstanding customer mortgage, visa and term loan arrears
accounts through empathic inbound and outbound call handling.

Your Responsibilities:

• Conduct inbound
  and outbound telephone activity on customer arrears portfolios


• Gather
  information from customers to validate repayment offers


• Negotiate the
  required repayment plan to settle the outstanding balance/arrears.


• Meet individual
  performance targets and Key Performance Indicators (KPI’s)


• Review; maintain;
  accurately update and amend account records on the Company’s collection
  system(s)


• Meet objectives
  relating to quality call handling


• Comply fully with
  the Bank processes and procedures


• Comply fully with
  the industry regulatory procedures directly relating to the Bank

• Conduct initial
  investigatory work to ascertain potential new information/address for the
  customer.

Requirements:

Essential

• Leaving Certificate (or
  equivalent qualification) minimum of 5 passes in 5 ordinary level   subjects including Maths and English.


• Prior customer service
  experience


• Good numerical skills


• Fluent written and spoken
  English


• Strong PC skills

Desired

• Current understanding of
  CCMA; CPC and MCC


• Qualified Financial Advisor
  (QFA)/Accredited Product Advisor in Loans and Regulations


• Prior telephony experience in
  either a collections or sales environment

Competencies for Your Role / Behaviours for Success:

Skills

• Fluent in English
• Strong PC skills

Experience

• 1 year