SFS Advisory Agent

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 one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

As an SFS Advisory Agent within the Arrears Support Unit, you will be responsible for completing Standard Financial Statements with customers and explaining their subsequent restructure offer, you will look to resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank. This role will suit you if you are interested in developing your Credit Decision making skills. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.

Responsibilities

• Meet the team daily targets as set out by management in order to ensure that the department is working within the agreed Service Level Agreements (SLA).
• Deal with restructuring queries on customers' mortgage account within company policy and the appropriate regulatory requirements.
• Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant.
• Effectively manage the accounts you have been allocated on a daily basis.
• Engage and negotiate with customers on the phone to deliver the optimum solution for both the customer and the bank.
• Give advice to customers in relation to options available to them within CCMA and CPC guidelines where applicable.
• Explain the Alternative Restructure Arrangement process to Borrowers and refer to relevant departments/Branch where required.
• Adhere to the Bank's credit policies and procedures in relation to control, compliance and risk mitigation.
• Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems.
• Maintain and monitor customer contact with call outcomes updated on all relevant systems.
• Actively participate in to weekly team meetings.
• Learn new skillsets with regards to procedures around Provision 28, 29, 45 and 47 of the CCMA.
• Develop and grow your knowledge with regard to procedures around CPC accounts and the appointment of a Rent Receiver.

Requirements

• Recognised qualification APA Loans working towards full QFA is required
• Ideally have previous experience in debt resolution
• Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing compassion to customers who may be faced with financial difficulties.
• Excellent PC skills (use of database, Word, Excel, Outlook)
• Possess a detailed understanding of relevant legislation, i.e. Code of Conduct on Mortgage Arrears, Consumer Protection Code 2012 and the Minimum Competency Code and how these apply to our day-to-day interaction with customers.

This is a Permanent position based in PTSB's Head Office Stephens Green (can also operate out of the Dundalk Hub or Maynooth Hub) (Hybrid options available within the Republic Of Ireland Only).

Is this you?

We reserve the right to draw up a shortlist for interview.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.