Mortgage Case Consultant

5 months ago

Bristol, United Kingdom Bank of Ireland Full time

**What is the opportunity?**:
Our purpose is to enable our customers, colleagues and communities to thrive. You will have the opportunity to make a real difference to customers who are in financial difficulty. You will receive training and ongoing support and you will be joining the Bank at a time when our customers need our support more than ever.

This role is an ideal pathway for progression within the Group.

We work in a hybrid enviornment with some office attendance required. We have office locations in Belfast, Solihull and Bristol.

**In this role you will**:

- Contact customers to understand their financial circumstances
- Handle your own caseload optimally, ensuring your actions are in line with the required regulatory framework.
- Using influencing skills, agree & implement appropriate sustainable payment strategies with customers.
- Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations).
- 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 Treating Customers Fairly and Consumer Duty, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.

**What will make you stand out?**:
You will have experience in a customer service orientated role and demonstrated passion for delivering brilliant customer service.

Strong time management skills, with the ability to balance service excellence with operational effectiveness within a fast paced environment. Showcasing well-developed communication skills.

Be confident in using multiple computer systems.

Desirable experience will include having experience in mortgage products, debt recovery, credit control or litigation experience.

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

**More about the team**:
The Collections and Recoveries Team 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 demeanour to find tailored solutions to our customer's challenging situations, whilst minimising losses to the Bank.

**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 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 and WebDoctor, along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career

li-hybrid

**Key Competencies**
- Customer Focused - Self
- One Group, one team - Self
- Agile - Self
- Manage Risk - Self
- Accountable - Self

**Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

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