Bank of Ireland

Case Manager Mortgage Resolution Team

Dublin, Ireland
20 Jun 2019
03 Jul 2019
Approved employers
Approved employer
Contract type
Full time

Description of business unit

The Arrears Support Unit is a dedicated unit dealing with Residential Mortgage customers in financial difficulty, both arrears and pre-arrears. This includes mortgages advanced for the purchase of Principal Private Residences and Buy-to-Let properties. The unit includes dedicated and strategic Case Management teams, who play a key role towards maximising recovery/minimising losses by applying and fulfilling appropriate solutions/treatments via individual case management on cases through to resolution.

The case manager's role is to engage with customers for whom continuing to own their property is untenable even after best efforts have been made to identify a suitable solution and/or a way to improve affordability. This will also include the management of customers who have not cooperated with the MARP process in the past.

The PI Case Management team are responsible for the development of working relationships with Personal Insolvency Practitioners (PIPs), various approved intermediaries (e.g. Money Advice Bureau Service) and the Insolvency Service of Ireland to ensure that the Bank maximises achievable recoveries from PI proposals.

Purpose of the role

The case manager plays a key role in maximising recovery and achieving the best outcome for both customer and BOI by applying the appropriate treatment solution in line with procedural and regulatory standards and timelines. It is the case manager's responsibility to ensure that cases are managed in an effective, efficient and compliant manner while conveying respect and empathy for the bank's customers in difficult circumstances.

The role requires someone who is highly motivated and has an ability to work under pressure, to meet targets and tight deadlines, and with an ability to collaborate effectively within a team environment.

Key Accountabilities

  • Manage and effectively organise own portfolio of cases to establish contact with customers/PIP and agree the appropriate treatment for resolution/property disposal in a timely, effective and efficient manner.
  • Proactive and direct engagement with customers/PIPs, and/or third party professional representatives, including face to face meetings where required using influencing and negotiating skills to assist in obtaining the most mutually beneficial outcome for the customer and BOI.
  • To ensure the Banks customers receive a clear explanation of consequences where no suitable arrangement/restructure is reached or satisfactory proposals made e.g. voluntary surrender, legal repossession.
  • Preparation of credit proposals and presentation of cases to Senior Management/Retail Credit as required.
  • Knowledge of and adherence to relevant Policy and Procedures in an environment where policy may frequently change to ensure all actions initiated comply with regulatory and internal procedures, with specific and proven knowledge in the area of legal repossession.
  • Assist with preparation of MI for Internal and Regulatory reporting purposes
  • Operating to specific SLA's and turnaround times
  • Take ownership of complex cases including completion of necessary due diligence, credit recommendations or propose alternative customer strategies where appropriate and negotiate agreement directly with customers/PIPs.
  • Represent the Group's position at PI Creditors meetings, where appropriate.
  • Work closely with appointed solicitors/legal counsel on PI Court Appeal Objection cases.

What is the opportunity?

The role will provide an excellent development opportunity and will suit an ambitious and self-motivated individual seeking to work in a professional, dynamic and fast paced environment.

Essential Qualifications

3rd level qualification and/or relevant business experience. APA Loans.

Essential Skills & Experience

  • Experience in similar Financial Services roles
  • Understanding of the CCMA, CPC and MARP.
  • Excellent verbal and written communication skills with the ability to articulate and document the rationale for strategy recommendations and decisions and an ability to manage difficult customer conversations and influence borrowers in distressed debt scenarios.
  • Strong negotiation skills arising from proven experience in managing distressed debt cases with a focus on reaching mutually agreeable solutions within the spirit of the code, but also and specifically, distressed cases in the legal repossession category.
  • Strong numerical and report writing skills in addition to sound decision making ability.
  • Highly motivated with an ability to work under pressure, to meet targets and tight deadlines.
  • Ability to work within a team and collaboratively with colleagues and various stakeholders, flexible with a positive attitude to change.
  • Strong planning, organisational and process adherence skills
  • Have the required MCC qualifications and accredited to undertake MCC activity (including up to date CPD) - minimum APA Loans.

Key Competencies

  • Customer Focused: Self
  • One Group One Team: Self
  • Agile: Self
  • Accountable: Self
  • Manage Risk: Self

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

Closing date: Jul 02, 2019

For further information, and to apply, please visit our website via the “Apply” button below.

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