Bank of Ireland Hiring for Collections Agent Job at Dublin , Ireland Full Time

Division Description

Group Risk guides the Group in its definition and articulation of risk appetite and provides strong independent oversight and management of the Group’s risk profile, as the Group fulfils its Purpose to enable our customers, colleagues and communities to thrive and pursues its Ambition to be the National Champion Bank in Ireland and selective international diversification. As the Group progresses its Strategic Priorities to Serve customers brilliantly, Transform the Bank and Grow sustainable profits the Group Risk embraces the philosophy that excellent customer outcomes and phenomenal risk management are intrinsically linked through culture. The Function maintains a robust risk culture, in support of the Group’s strategic goals, by ensuring that the appropriate structures, systems, policies and controls are in place to provide effective management of risk. Group Risk strives to support the Group in optimising returns over the longer term through robust and value adding risk management. The Function’s ambition is to ensure that Group Risk is an enduring source of strategic advantage to the Group.

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.

Description of business unit

Group Risk provides a strong independent oversight and management of the Group’s credit, market and operational risk strategies. We have responsibility for credit risk management information, credit & market risk underwriting as well as strategic oversight and management of challenged portfolios. Consumer Collections is one team within that division which undertakes arrears collection and recovery activities for the Consumer products up to exposures of €120k. The team works closely with colleagues across the Group to implement policy and to maximise recoveries.

Purpose of the Role

The primary objective of this role is to provide a point of contact for customer whose accounts are delinquent /over-limit and in the late arrears pool for either Credit Card or Loan/Current Account products. They will have a detailed knowledge of products and services offered by BOI. The role holder will ensure that customers are contacted and that the appropriate procedures are followed to minimise credit losses. They will also ensure quality of service and smooth resolution of customer credit enquires, to agreed service standards. Contact is both in-bound and out-bound through the media of phone, written/electronic format including SMS and occasionally face to face. Customer are advised, where necessary, of required repayment schedule and waterfall of treatments on offer. The role holder will support the achievement of the business objectives.

The role holder will also need to ensure that all Business processes and procedures are operated in line with internal and external regulatory requirements. Since Covid-19, the candidate will require to be flexible and supportive of the new ways of working that we have developed on team.

Key Accountabilities

• Manage assigned work queues of accounts by proactively contacting customers to agree repayment arrangements.
• Respond to customer contact and solicit all pertinent information
• Refer or raise calls/queries as appropriate
• Ensure all actions initiatives follow regulatory and internal procedures
• Log all data pertaining to calls/actions on CACS, TS2, Workwear, RADAR, CoRe, Sharepoint etc.
• Maintain and build positive relationships with colleagues in all Bank of Ireland business.
• 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 objective setting, personal development plans (PDP) and performance reviews
• Tangibly develop knowledge and skills and support the training of staff on team
• Support the change agenda at all times

What is the opportunity?

This is an opportunity to join a dynamic team – there will be opportunities to work on different products across the team and wider division.

Ways of Working

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.

The primary office location for this role is South Frederick Street, Dublin 2 to which travel will be required for in person collaboration. Exact frequency to be agreed with the line manager.

Essential Qualifications

• Role holders must hold at a minimum an APA in Loans.

Essential Skills & Experience

• Ability to work within a team and collaboratively with colleagues and various partners.
• Good interpersonal skills!
• Strong planning, organisational and process adherence skills.
• Strong numerical and report writing skills in addition to sound decision making ability.
• Excellent verbal and written communication skills with the ability to articulate and detail the rationale for decisions and an ability to handle difficult conversations with customers.
• Strong negotiation skills with a focus on reaching mutually agreeable solutions within the spirit of the code.
• Strong IT skills – Microsoft Office applications.
• Have the required MCC qualifications and accredited to undertake MCC activity (including up to date CPD).