What is the opportunity?
Our purpose is to enable our customers, colleagues and communities to thrive. In this role, you will have the chance to create a real difference to customers who are in financial difficulty. You will receive training and ongoing support and you will be joining the Bank during an exciting period of transformation with the many opportunities that this will bring.
In this role you will -
Contact customers to understand their financial circumstances.
Manage effectively your own caseload, ensuring your actions are in line with the required regulatory framework.
Use negotiating and influencing skills to agree a balanced strategy. Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations).
Supervise ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
Act in line with Treating Customers Fairly, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.
What will make you stand out?
Experience in a customer service orientated role and proven passion for delivering brilliant customer service.
Well-developed communication skills.
Strong time leadership skills, with the ability to balance service excellence with operational efficiency within a fast paced environment.
Confident in using multiple computer systems.
The ability to work as part of a dynamic team.
Essential Qualifications
There are no specific qualifications or minimum educational requirements needed for this role.
More about the team
The Debt Management function is responsible for the management of customers in financial difficulty. We deal with customers who have emerging financial difficulties and/or vulnerabilities, right through the entire collections cycle.
We listen to and understand our customers, always striving to serve them brilliantly. Working collaboratively we keep an open mind and can-do attitude to find tailored solutions to our customer's situations, whilst minimising losses to the Bank.
Why work with us?
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid mat leave, an innovative fertility and surrogacy policy and working parent supports.
Your wellbeing is important to us; we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!
Key Competencies
Customer Focused - Self
One Group, one team - Self
Agile - Self
Amplify Capability - Self
Accountable - Self
Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.
Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com.