Commercial Servicing Relationship Manager

Job Overview

Commercial Servicing Relationship Manager

About this Role:
The purpose of the Commercial Servicing Relationship Manager is to provide borrower management services across a portfolio of commercial loans in line with client Service Level Agreements (SLA's). They will manage a Portfolio of Accounts within agreed mandates for the Portfolio Manager and seek resolutions via a number of work streams such as refinancing of debt, restructure of the facilities or sale of secured assets or enforcement of security.
Key Responsibilities:
Portfolio Management o engage with borrowers, seek and assess financial information, develop a strategy for each case and negotiate a deal with the borrower
o Implement strategies, as directed by the portfolio manager, to maximise financial return for our clients
o Implement all daily account actions in accordance with various work-streams within set mandates and as instructed by the CRE Portfolio Manager.

Credit management o Ensure correspondence is issued to customers in line with mandates and acceptance of terms approved by Portfolio Manager
o Monitor account performance and ensure ongoing collection of set repayments.

Analysis and Reporting o Complete all ad-hoc, daily/ weekly/monthly reporting requests accurately and within the requested timeframe

Customer Service o Provide an efficient service to both internal Clients and Borrowers ensuring that quality standards and customer service levels are maintained at an appropriately high level while achieving targets in terms of efficiency and volume

Key Performance Indicators:
Progression of accounts along a set pipeline
Cash collections, settlements
Relevance, accuracy and timeliness of reports
Call quality audits
Customer feedback

Skills & Experience:
Accredited Product Advisor (APA) with commitment to completing QFA
Third level business degree or similar qualification
Qualified Financial Advisor (Desirable)
Operations Experience in a Financial Services Environment
Previous Collections and/or restructuring experience
Strong organisational skills and an ability to manage your own work load
Knowledge of relevant lending legislation and codes (Desirable)

Legal & Compliance
IT Knowledge - General Use
Accuracy & Quality
Analytical Thinking
Communication skills - Interpersonal and Written
Customer Service and Commercial Awareness
Influencing/Persuasion and Negotiation skills
Organisational Skills
Presentation Skills
Team Working

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