Business Service Advisor

What is the opportunity?

To join a small team supporting customers through the life cycle of their finances. You will be communicating with customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank. This will be achieved by fully understanding the individual needs of customers and where vital using negotiating and influencing skills to agree a sustainable strategy.

In this role you will:

• Handle your own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
• Using communication skills to agree a sustainable strategy or make recommendations to a higher directive where required.
• Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs.
• Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.

Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

What will make you stand out?

You will have attention to detail and focus on delivering quality outcomes for customers.

Demonstrate ability to prioritise workloads and meet timeframes.

Empathetic listening skills and problem solving demeanour.

Ability to influence and agree on tailored solutions within pre defined mandates.

Experience of working in an emotionally complicated role preferred.

More about the team

The Northridge collections and recoveries department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.

We attempt to proactively engage with our customers to help us to gain a full understanding of their financial situation, and we will take into account their individual circumstances while working with them to tailor a strategy that suits their needs. We utilise a range of hardship tools and forbearance options which can help customers through difficult periods or provide solutions which enable repayment of loans past maturity.

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paidmaternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career!