Litigation & Possessions Case Consultant

Bank of Ireland (UK) plc; Bristol; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their Customer Loans Solutions team. This role focuses on assisting customers facing financial difficulties, ensuring fair outcomes while managing risks effectively. You will engage with customers, understand their needs, and collaborate with external partners to deliver tailored solutions. The company values work-life balance and offers flexible working arrangements, generous leave policies, and support for professional development. If you are passionate about customer service and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Flexible Arbeitszeiten

24 Tage Jahresurlaub

Exzellente Rentenbeiträge

6 Monate bezahlter Urlaub

Mitarbeiterunterstützungsprogramm

WebDoctor

Finanzielle Wohlfühl-Coaches

Qualifications

• Erfahrung im Kundenservice und Leidenschaft für exzellenten Kundenservice.
• Fähigkeit, empathisch zu kommunizieren und Lösungen zu definieren.

Responsibilities

• Kontaktieren Sie Kunden, um ihre finanziellen Umstände zu verstehen.
• Verwalten Sie Ihre eigene Falllast und handeln Sie gemäß den Vorschriften.

Skills

Kundenservice

Verhandlungsfähigkeiten

Problemlösungsmentalität

Aufmerksamkeit für Details

Zeitmanagement

Job description

What is the opportunity

To make a difference to our customers who are experiencing financial difficulty, where all attempts to resolve the situation have been exhausted and litigation activity has commenced.

This is a great opportunity to influence and collaborate with our customers and external partners.

In this role you will:

• Contact customers to understand their financial circumstances.
• Liaise with outsourcing solicitors/agents.
• Handle effectively your own caseload, ensuring your actions are in line with the required regulatory framework.
• Use negotiating and influencing skills to agree a balanced strategy, maintaining an external relationship with all third party suppliers ensuring service delivers accurate customer outcomes.
• Act in line with Treating Customers Fairly, considering all suitable options available to the customer whilst ensuring risk to the bank is minimised.
• Manage costs associated with commencement of litigation and possession action, minimising loss of revenue through your actions, identifying potential loss cases.

What will make you stand out?

Experience in a customer service orientated role and demonstrated passion for delivering brilliant customer service.

You are an effective communicator able to empathise and influence with a strong problem-solving mentality & focus. We are looking for someone who has excellent attention to detail and ability to define tailored solutions within predefined mandates.

Strong time management skills, with the ability to balance service excellence with operational efficiency within a fast-paced environment.

Ability to prioritise between competing priorities in a sometimes stressful environment.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The Customer Loans Solutions (CLS) department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.

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 leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Self
• Amplify Capability - Self
• Agile - Self
• Manage Risk - Self
• One Group, one team - Self