Senior Advisor Customer Loan Solutions

4 days ago

Belfast, United Kingdom Bank of Ireland Full time

Be part of a thriving team supporting customers to ensure their financial needs are met. You'll be comfortable with complaints, bereavement, vulnerable customers and anything else the day may throw at you.
Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
Managing own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
Be a subject matter expert for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
Responsible for training within the team and wider C&R function
external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs.
Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
The Northridge collections and recoveries department is responsible for handling all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.
We attempt to proactively engage with our customers to help us to gain a full understanding of their financial situation, and we will take into account their individual circumstances while working with them to tailor a strategy that suits their needs. We utilise a range of hardship tools and forbearance options which can help customers through difficult periods or provide solutions which enable repayment of loans past maturity.
We deal sympathetically and positively with any cases where a customer is in financial difficulty, and we are informed that they have potential vulnerability. Their vulnerability may affect their ability to deal with financial matters or mean that they will experience difficulty in being contacted by our usual communications channels. We will work with the customer to minimise the risk of detriment whilst working towards an outcome which is appropriate to the customers individual needs and circumstances.
Having to adhere to strict Regulatory requirements laid down by the Financial Conduct Authority means that we have to strike a balance between helping the customer where there is a chance of recovery, and identifying an exit strategy when the loan is unsustainable in the long term.
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. we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
we have an employee assistance program, WebDoctor and financial wellbeing coaches available. Agile - Self
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.

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