Workout Agent

PTSB; Dublin; Hybrid; EUR 25,000 - 38,000; Part time

Job summary

PTSB in Dublin is seeking a Workout Agent to resolve arrears with borrowers before cases move to Legal, and to complete Standard Financial Statements and explain restructuring offers. You will manage accounts within assigned cohorts daily.

The role is a 9-month fixed-term contract based at PTSB's St.Stephens Green Dublin or Dundalk Hub, with a Hybrid option available within the Republic Of Ireland. You will work to SLAs, compliance, and regulatory procedures while delivering professional

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.

Your Role

As a Workout Agent, you will look to resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank, you will be responsible for completing Standard Financial Statements with customers and explaining their subsequent restructure offer. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.

Your 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).
• Effectively manage the accounts you have been allocated on a daily basis.
• 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.
• Negotiate with customers immediately prior to the Bank moving to Legal proceedings.
• Drive effective levels of customer service.
• Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant.
• Adhere to the Bank's credit policies and procedures in relation to control, compliance and risk mitigation.
• Comply fully with the industry regulatory procedures directly relating with the Bank.
• Deal with restructuring queries on customers' mortgage account within company policy and the appropriate regulatory requirements.
• Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems.
• Effective logging/entry of customer complaints (verbal) to the Complaints system.
• Maintain and monitor customer contact with call outcomes updated on all relevant systems.
• Actively participate in to weekly team meetings.
• Work in a professional and timely manner in a busy and challenging Unit.

Requirements

• APA in loans and regulations working towards a full QFA is required.
• Previous experience in debt resolution.
• Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing understanding to customers who may be faced with financial difficulties.
• 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.
• Excellent PC skills (use of database, Word, Excel, Outlook)
• Knowledge of CCMA, CPC and MCC and how these apply to our day to day interaction with customers

This is a 9-Month Fixed Term Contract position based in PTSB's St.Stephens Green Dublin or Dundalk Hub (Hybrid option 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.