Asap consultant

2 weeks ago

Bristol, United Kingdom Bank of Ireland Full time

The Collections and Recoveries Department 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 aiming to serve them brilliantly. Working collaboratively we keep an open mind and can-do attitude to find tailored solutions to our customer's challenging situations, whilst minimising losses to the Bank.
Our Consultants work with customers to understand and support them during their period of financial difficulty with easily accessible, effective and sustainable solutions.
# Contacting customers to understand their financial circumstances
# Managing effectively your own caseload, ensuring your actions are in line with the required regulatory framework.
# Using negotiating and influencing skills to agree a sustainable strategy.
# Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
# Acting in line with Consumer Duty, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.
# Acting as an escalation point and dealing with more complex cases and queries from colleagues

Standard
# Experience in a customer service orientated role and demonstrated passion for delivering brilliant customer service.
# Well-developed communication skills.
# Strong time management skills, with the ability to balance service excellence with operational effectiveness within a fast paced environment.
# Confident in using multiple computer systems.
# The ability to work as part of a dynamic team.

Key Competencies
Customer Focused - Self
Accountable - Self
Agile - Self
One Group, one team - Self
Amplify Capability - Self
We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email.
Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.
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