Your Role: Negotiate and create individual payment arrangements on outstanding customer mortgage, visa and term loan arrears accounts through empathic inbound and outbound call handling. Your Team: The Collections team negotiate and create individual payment arrangements on outstanding customer mortgage, visa and term loan arrears accounts through empathic inbound and outbound call handling. Your Responsibilities: Conduct inbound and outbound telephone activity on customer arrears portfolios Gather information from customers to validate repayment offers Negotiate the required repayment plan to settle the outstanding balance/arrears Meet individual performance targets and Key Performance Indicators (KPI's) Review, maintain, accurately update and amend account records on the Company's collection system(s) Meet objectives relating to quality call handling Comply fully with the Bank processes and procedures Comply fully with the industry regulatory procedures directly relating to the Bank Conduct initial investigatory work to ascertain potential new information/address for the customer. Requirements: Essential Leaving Certificate (or equivalent qualification) minimum of 5 passes in 5 ordinary level subjects including Maths and English. Prior customer service experience Good numerical skills Fluent written and spoken English Strong PC skills Desired Current understanding of CPC and MCC Qualified Financial Advisor (QFA)/Accredited Product Advisor in Loans and Regulations Prior telephony experience in either a collections or sales environment Skills: Account Negotiator ASU Arrears Support Unit
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