Customer Relationship Manager (Field)
We are seeking a Customer Relationship Manager (Field) to conduct customer meetings and property inspections, support the completion of documentation, re-engage customers, and guide them through available options.
All responsibilities must be performed in accordance with established policies and procedures, while delivering a high standard of customer service and minimizing risk.
Location:
Field based, covering the East of Ireland.
Role Duration:
12-month fixed term contract.
Key Responsibilities
Customer Service
Facilitate face-to-face meetings with borrowers as required.
Provide customers with accurate information, a clear explanation of the process and viable options available to them.
Ensure all required service levels are maintained and delivered in line with policy.
Handle difficult and challenging customer interactions.
Engage with colleagues and customers with the shared goal of driving an optimum solution.
A strong understanding of the Pepper suite of solutions is required.
Reporting
Ensure written reports from tasks are clear, concise and recorded accurately and timely on the system.
Ensure documentation is forwarded to the relevant department within the specified timeline.
Identify and communicate to the Operations Managers any risks (including risks to the mortgage property) or threats and best practice in order to drive continuous improvement.
Risk Management through Compliance
Ensure all tasks are completed in adherence to all controlled policies, procedures, and legislative and regulatory requirements.
Display good ethics of compliance procedures.
Treat customers fairly and appropriately at all times.
Strong understanding of the regulatory environment governing this activity.
Time Management
Plan, organise and prepare for tasks including preparing meeting packs and reviewing accounts.
Engage with Operations teams to obtain/optimise information required for tasks.
Manage own time effectively to organise, complete and maximise the number of calls within the given area.
Remain up to date with all administration aspects of the role, report sheets, mileage logs and emails.
Manage diary as an effective management tool.
Skills & Experience
Leaving Certificate or equivalent (essential).
Accredited Product Adviser (APA) (essential).
Qualified Financial Adviser (QFA) (desirable).
Full Clean Driving License (essential).
A fully comprehensively insured vehicle with a valid NCT certificate (desirable).
Motivated self-starter and demonstrable ability to deal with challenging cases.
Minimum 5 years' experience in credit servicing / banking / finance roles and/or managing the collection process.
Field Agent experience (desirable).
Competencies
Customer centric collections.
Analytical thinking with ability to assess circumstances and identify the appropriate solutions.
Accuracy & quality.
Communication & interpersonal skills.
Influencing/persuasion & negotiation skills.
Organisational skills.
Regulatory Requirements for this Role / Fitness & Probity
This role is a Fitness and Probity Standards impacted role and has been classified as a Controlled Function (CF).
It is designated as CF3 and CF4.
CF3 – Giving of advice to a customer of a regulated financial service provider.
CF4 – Arranging a financial service for a customer of a regulated financial service provider.
You will be required to agree to abide by the Fitness & Probity Standards and complete all required due diligence checks.
Minimum Competency Code (MCC) Requirements
This role is an MCC-impacted role which means you carry a role that requires a recognised qualification and an annual CPD requirement under the Central Bank of Ireland's Minimum Competency Code.
You are required to complete a recognised qualification for your role and abide by the annual CPD hours required to maintain that qualification in order to continue in your role and comply with all the relevant regulatory requirements.
IAF: Conduct Standards
Acting with honesty and integrity.
Acting with due, skill, care and diligence.
Cooperating in good faith and without delay with the Central Bank and other relevant regulatory authorities.
Acting in the best interests of customers and treating them fairly and professionally.
Operating in compliance with standards of market conduct and trading venue rules.
PEPPER is an equal-opportunity employer.
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