Mortgage Arrears Advisor & Restructuring Specialist

PTSB; Dublin; Hybrid; EUR 36,000 - 48,000; Full time

Job summary

PTSB is seeking an SFS Advisory Agent for the Arrears Support Unit to complete Standard Financial Statements with borrowers and explain their restructure offers. You will resolve arrears issues prior to escalation to Legal, developing credit decision-making skills.

The role requires handling restructuring queries, managing accounts, and negotiating optimal solutions with customers, within CCMA and CPC guidelines. Hybrid work options available in Ireland.

Qualifications

• Recognised APA Loans qualification with progress toward QFA is required.
• Experience in debt resolution is preferred.
• Excellent call handling with professional, compassionate customer interaction.
• Strong PC skills including Word, Excel, Outlook.
• Solid understanding of mortgage arrears legislation and regulatory codes.

Responsibilities

• Meet daily targets to ensure SLA adherence in the team.
• Handle restructuring queries within policy and regulatory requirements.
• Answer inbound calls from customers, branches and third parties.
• Manage allocated accounts proactively on a daily basis.
• Negotiate with customers to deliver optimal bank solutions.
• Explain options under CCMA and CPC guidelines to borrowers.
• Explain Alternative Restructure Arrangements and refer to relevant departments.
• Comply with credit policies, procedures, and risk controls.
• Maintain accurate customer data across systems and update outcomes.
• Participate in weekly team meetings and training sessions.
• Develop procedures around CCMA provisions and CPC accounts.

Skills

Call handling

PC skills

Customer service

Regulatory knowledge

Education

APA Loans working towards QFA

Job description

PTSB is seeking an SFS Advisory Agent for the Arrears Support Unit to complete Standard Financial Statements with borrowers and explain their restructure offers. You will resolve arrears issues prior to escalation to Legal, developing credit decision-making skills.

The role requires handling restructuring queries, managing accounts, and negotiating optimal solutions with customers, within CCMA and CPC guidelines. Hybrid work options available in Ireland.