Loan Servicing & Arrears

Cpl; Dublin; Hybrid; EUR 35,000 - 45,000; Full time

Benefits offered by this job

Hybrid working: 3 days onsite, 2 days从

City centre location

Experience in a regulated financial服务

Hybrid working: 3 days onsite, 2 days从

Job summary

Cpl recruits contract staff for regulated financial services clients in Dublin city centre. Roles in loan servicing, arrears, collections and customer resolution come up regularly and fill quickly.

These roles suit people who are organised, accurate and confident dealing with customers in a regulated environment. You'll join established teams managing mortgage and loan accounts, working directly with customers on queries, arrears and repayment arrangements.

Qualifications

• At least 1 year's experience in financial services, banking, lending, a contact centre or another regulated customer-facing setting
• Strong attention to detail and a consistently high level of accuracy
• Clear written and spoken communication, with customers and colleagues
• Comfortable managing high volumes and working to deadlines
• Good Microsoft Office skills and the ability to learn new systems quickly
• Available to start immediately or at short notice

Responsibilities

• Handle inbound and outbound calls and written correspondence on mortgage and loan accounts
• Assess customers' financial information and agree affordable, sustainable repayment options
• Resolve queries and complaints promptly, treating customers fairly at every stage
• Manage an assigned caseload and move each case towards the right outcome
• Prepare clear, accurate case notes and recommendations for approval
• Work with other teams to get the information needed to progress cases
• Follow all policies, procedures and regulatory requirements, including CCMA and CPC
• Work to agreed service levels, targets and deadlines
• Record errors and incidents as soon as they're found and record them in line with policy

Skills

Financial services experience

Attention to detail

Communication skills

Deadline management

Microsoft Office

Quick learner

Immediate start

Education

QFA or APA (Loans)

Finance/Business degree

CCMA knowledge

Tools

Microsoft Office

Job description

The opportunity

Cpl recruits contract staff for regulated financial services clients in Dublin city centre. Roles in loan servicing, arrears, collections and customer resolution come up regularly and fill quickly.

These roles suit people who are organised, accurate and confident dealing with customers in a regulated environment. You'll join established teams managing mortgage and loan accounts, working directly with customers on queries, arrears and repayment arrangements.

Previous financial services experience is preferred. Strong contact centre or customer service candidates who want to move into financial services will also be considered.

Key responsibilities

The exact duties depend on the role and team. Most roles include several of the following.

Customer contact

• Handle inbound and outbound calls and written correspondence on mortgage and loan accounts
• Assess customers' financial information and agree affordable, sustainable repayment options
• Resolve queries and complaints promptly, treating customers fairly at every stage

Case and portfolio management

• Manage an assigned caseload and move each case towards the right outcome
• Prepare clear, accurate case notes and recommendations for approval
• Work with other teams to get the information needed to progress cases

Risk and compliance

• Follow all policies, procedures and regulatory requirements, including CCMA and CPC
• Work to agreed service levels, targets and deadlines
• Record errors and incidents as soon as they're found and record them in line with policy

Requirements

Essential

• At least 1 year's experience in financial services, banking, lending, a contact centre or another regulated customer-facing setting
• Strong attention to detail and a consistently high level of accuracy
• Clear written and spoken communication, with customers and colleagues
• Comfortable managing high volumes and working to deadlines
• Good Microsoft Office skills and the ability to learn new systems quickly
• Available to start immediately or at short notice

Desirable

• Experience in mortgages, loan servicing, arrears, collections or debt resolution
• Working knowledge of CCMA and CPC
• QFA or APA (Loans), which is required for arrears and case management roles
• Experience assessing financial statements or preparing credit recommendations
• A third-level qualification in finance, business or a related subject

What's on offer

• €35,000–€45,000 pro rata, depending on role and experience
• 6-month contract initially
• Hybrid working: 3 days onsite, 2 days from home
• City centre location
• Experience in a regulated financial services environment

Pre-employment screening

These are regulated roles. Successful candidates complete standard pre-employment background and reference checks before starting.