Vulnerable Customer Specialist

4 weeks ago

Bristol, United Kingdom Bank of Ireland Full time

**What is the opportunity?**:
You will have the opportunity to make a real difference to customers who are vulnerable and 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.

*This is a 12 month fixed term contract*

**In this role you will**:

- Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls is achieved through the day to day activities associated with this role.
- Receiving and taking ownership of inbound calls / call transfers from customers, representatives and internal departments in relation to vulnerability & financial difficulties
- Being able to empathise and sympathise with the customers circumstances whilst listening carefully to what their needs are.
- Leading the customer/representative experience from point of notification through to conclusion via outstanding case management and interpersonal skills.

**Essential Qualifications**:
There are no specific qualifications or minimum educational requirements needed for this role.

**What will make you stand out?**:
Proven experience in a lending or debt recovery management function.

Able to demonstrate attention to detail and focus on delivering quality outcomes for customers.

High level of problem solving and decision making with the ability to influence and agree on tailored solutions within pre defined mandates.

Ideally hold a CeMap or equivalent qualification although this is not essential.

**More about the team**:
Collections and Recoveries is a high profile, collaborative team, within UK Operations, responsible for supporting customers experiencing financial difficulty. Our key focus is to ensure fair outcomes for our customers and maintain strong positive relationships with them whilst balancing the recovery of debt.

**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 paidmaternity 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 improve your career

li-hybrid

**Key Competencies**
- Customer Focused - Self
- Accountable - Self
- Agile - Self
- One Group, one team - Self
- Amplify Capability - Self

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