Specialist Solutions Team (SST) Relationship Manager

Job Overview

About this Role:
The purpose of the Special Solutions Team Relationship Manager is to manage the relationship with a portfolio of customer accounts, to analyse accounts and offer appropriate sustainable measures for the borrower where suitable and in line with business objectives Where an alternative arrangement cannot be offered, ensure the account is reviewed for the appropriate Resolution options. If no Resolution options suitable ensure the account is referred as appropriate. Ensuring that this is achieved in context of controlled policies, procedures and legislative requirements while providing exceptional customer service and minimising risk.


Key Responsibilities
Assess customers circumstances through review of standard documentation
Contact borrower to review output of documentation
Ensure appropriate solutions are offered where possible in line with business strategy
Deliver clear, concise and accurate communication to customers via phone/email or face to face.
Ensure all required service levels are maintained and delivered in line with policy
Conduct all tasks in a manner compliant with all policies, procedures and legislative requirements
Conduct all tasks in accordance with the values of the organisation in all dealings with both internal and external stakeholders
Ensure all accounts are reviewed and managed in line with company procedures
Ensure all accounts are escalated as appropriate without unnecessary delay
When dealing with customers, ensure to act honestly, fairly and professionally and in the best interests of the customer

Skills & Experience:
Leaving Certificate or equivalent
Accredited Product Adviser (Loans) / Qualified Financial Adviser (essential)
Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations
Knowledge of relevant mortgage lending legislation and industry requirements which may impact across the industry
Clear and full understanding of the regulatory and legal environment appropriate to the role including Consumer Protection Code and the Code of Conduct on Mortgage Arrears.
Strong customer service skills, evidenced application of Treating the Customer Fairly
Proven experience in debt restructuring and demonstrated understanding of financial products
Experience in a Collections environment

Legal & Compliance
IT Knowledge
Accuracy & Quality
Influencing/Persuasion and Negotiation skills
Team Working
Communication skills - Interpersonal and Written
Judgment and decision-making
Problem Solving
Customer Service

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