Arrears Support Associate

Job Ref: JCP2214
Sector: Customer Services & Call Centre
Job Type: Temporary
Date Added: 28 December 2018
  • Shannon, Clare, Republic of Ireland 4Munster
  • €25,500 - €29,500 per Annum
  • Joyce Coffey
Irish Recruitment

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About this Role:

Reporting to the Team Leader, the Arrears Support Unit Associate is responsible for managing the relationship with a portfolio of borrower's accounts to identify customers in difficulty, establish the reason for the borrower's arrears and work with borrowers to find a solution to their arrears situation. The Arrears Support Unit Associate will also have business targets to achieve and will ensure that their role is conducted in the context of controlled policies and procedures while providing exceptional customer service and minimising risk.



Skills & Experience

  • Collections experience an advantage

  • Call centre / Customer service experience essential
  • QFA or APA in housing loans an advantage

  • Ability to work to designated individual and team targets essential


  • Generous defined contribution pension scheme

  • Robust further education scheme

  • LAYA Healthcare

  • Free parking

Key Responsibilities:

  • Overall management and responsibility for a dedicated list of pre arrears and arrears mortgage accounts

  • Contact customers by letter and telephone in accordance with the Code of Conduct on Mortgage Arrears and the Mortgage Arrears Resolution Process (MARP)

  • Negotiate for payments, complete financial assessments and apply for the Arrears Support Unit Collections strategies

  • Develop work out strategies for each account

  • Determine and recommend loan restructuring options

  • Follow agreed lines of escalation for borrowers whose mortgage debts are unsustainable or not viable

  • Identify, assess and deliver solutions for customers in financial difficulty

  • Organise and attend face to face meetings with borrowers and their professional representatives

  • Deal with service queries in a prompt and professional manner

  • Responsible for all actions and decisions on accounts assigned


  • Collections

  • IT Knowledge

  • Customer Service and Commercial Awareness

  • Influencing/Persuasion and Negotiation skills

  • Communication skills - Interpersonal and Written

  • Judgement & Decision-Making

  • Team Working

IRC is acting as an Employment Agency in relation to this vacancy.

Irish Recruitment
27/01/2019 11:51:08
EUR 25500 25500.