Mortgage Arrears Account Manager

Brightwater Recruitment; Ireland; On-site; EUR 32,000 - 42,000; Full time

Job summary

Brightwater Recruitment in Ireland is seeking a client‑focused professional to act as the first point of contact for client queries, issues and support requests. You will log, prioritise, track and resolve tickets, escalate when required, and manage incidents in line with SLAs.

You will coordinate onboarding, training, go-live activities, and work with clients and technical partners to ensure smooth implementation, building strong relationships and handling ongoing client communications.

Qualifications

• Experience in client support, account management, or customer service.
• Interest in credit union lending, mortgage origination, and arrears management.
• Strong organisational skills and the ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Confidence engaging with clients and developing business relationships.

Responsibilities

• Act as the first point of contact for client queries, issues, and support requests.
• Log, prioritise, track, and resolve tickets, escalating issues where required.
• Manage incidents and client communications in line with agreed service levels.
• Provide day-to-day platform support, user administration, and guidance on system functionality.
• Maintain accurate records of issues, resolutions, and recurring problems.
• Coordinate new client onboarding, including configuration, training, and go-live activities.
• Work with clients and technical partners to ensure a smooth implementation.
• Develop the knowledge and experience required to manage onboarding independently.
• Build and maintain strong relationships with existing and prospective clients.
• Identify new business opportunities and opportunities to expand existing client relationships.
• Demonstrate products and support the sales process, including proposals, follow-ups, and agreements.
• Conduct regular client check-ins and service reviews.
• Maintain accurate records of prospects, sales opportunities, and client interactions.

Skills

Client support

Account management

Customer service

Communication skills

Organisational skills

Relationship building

Ticket triage

Problem solving

Job description

• Act as the first point of contact for client queries, issues, and support requests.
• Log, prioritise, track, and resolve tickets, escalating issues where required.
• Manage incidents and client communications in line with agreed service levels.
• Provide day-to-day platform support, user administration, and guidance on system functionality.
• Maintain accurate records of issues, resolutions, and recurring problems.

Client Onboarding

• Coordinate new client onboarding, including configuration, training, and go-live activities.
• Work with clients and technical partners to ensure a smooth implementation.
• Develop the knowledge and experience required to manage onboarding independently.

Sales and Relationship Management

• Build and maintain strong relationships with existing and prospective clients.
• Identify new business opportunities and opportunities to expand existing client relationships.
• Demonstrate products and support the sales process, including proposals, follow-ups, and agreements.
• Conduct regular client check-ins and service reviews.
• Maintain accurate records of prospects, sales opportunities, and client interactions.

Skills and Experience

• An understanding of, or willingness to learn about, credit union lending, mortgage origination, and arrears management.
• Experience in client support, account management, or customer service.
• Strong organisational skills and the ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Confidence engaging with clients and developing business relationships.
• Ability to manage issues effectively, meet deadlines, and escalating when appropriate.
• A proactive, adaptable approach and willingness to learn in a small, collaborative team environment.