Mortgage Arrears jobs

APA/QFA Customer Service Advisor

Location: Tallaght, Dublin 24

Working Hours: Monday-Friday | 09:00am - 04:45pm and 09:15am - 05:00pm

Contract length: 06 months

Salary: €16.48 per hour (equates to €30,000 per annum). For candidates with a full APA (3 modules), the salary is €31,000. For candidates who hold a QFA, the salary is €35,550.

Please note that candidates must have either APA Loans (or currently be on the pathway to obtaining it) or QFA to be eligible for this position.

Cpl is a proud Talent Partner to Bank of Ireland. We have been a trusted partner to deliver brilliant, engaged and committed people to support Bank of Ireland’s promises to deliver for their customers. Cpl trust that Bank of Ireland offers a fantastic opportunity for our Cpl Colleagues to learn, develop and build their career within banking and receiving access to the best training, systems, and support from our colleagues in Bank of Ireland.

Our goal is that while you are a Cpl colleague on site with Bank of Ireland, you are set up for success no matter what your role, duration, or terms of your contract. This role will provide full 360 support to you by way of full training, and on-going support to develop yourself.

This is an environment where the customer is the focus, and as a Cpl colleague on site with this client, you will be central to that delivery. At the heart of this purpose is our commitment for an inclusive environment.

What is the opportunity?

This is an exciting opportunity to join a team that makes a meaningful difference when we support our customers who are in financial difficulty or at risk of financial difficulties. Our suite of customer solutions ensure that we are truly meeting customer needs and providing a service that goes above and beyond.

In this role, you will

• Manage assigned work queues of accounts by proactively contacting customers to agree suitable sustainable solutions on their accounts.
• Respond to customer contact and obtain all pertinent information
• Refer or escalate calls/queries as appropriate
• Ensure all actions and initiatives comply with regulatory and internal procedures
• Log all data pertaining to calls/actions on the relevant systems CACS, TS2, Fibos, CMS, RADAR, CoRe, SharePoint etc.
• Maintain and build strong relationships with colleagues in Bank of Ireland.
• Knowledge of and adherence to all relevant policy, procedures, legal, audit and system requirements in an environment where policy may frequently change to ensure all actions initiated comply with regulatory and internal procedures.
• Highlight problem trends to the Department Manager which may require corrective action or improvement.
• Engage in goal setting, personal development plans (PDP) and performance reviews
• Develop knowledge & skills and support the training of staff on team
• Support the change agenda at all times

What will make you stand out?

• The ability to communicate effectively both verbally and in writing.
• Attention to detail and focus on delivering quality outcomes for customers
• Listening skills with a problem solving mindset. Along with the ability to influence and negotiate sustainable solutions within pre-defined mandates.
• Proven ability to prioritise workloads and meet specific timescales
• Experience of working in an emotionally challenging role preferred.

Essential Qualifications

• APA loans or QFA

More about the team

Mortgages & Consumer Customer Solutions (M&CCS) have responsibility for the management and oversight of ROI Mortgages and Consumer customers in financial difficulty. Supporting our customers in financial difficulty (weather pre arrears, early arrears or late arrears) is a key priority with the aim of identifying and providing sustainable solutions for customers where viable, in line with group priorities and applicable regulations. Frontline customer solutions teams provide a range of specialist contact centre and case management support to our customers, which is dependent on the severity and complexity of the arrears and other factors.

Why work with BOI?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

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, subject to your role, customer needs and our requirements. 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 a location where you can best perform your role. Please note you must live in the jurisdiction for the business to which you are contracted. Post training, this job can be done anywhere in the Republic of Ireland with the primary office location as (Kilkenny/Baggot Plaza) to which travel will be required for in person collaboration. Exact frequency to be agreed with your manager but will generally be an average of 2 days per week in line with team charters.