Arrears Support Unit Agent (ASU) - Long Term Mortgage Arrears (LTMA)
About Pepper Ireland:
Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €20bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon. We’re here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties.
As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe and South East Asia, we employ over 3,500 people and have over €50bn in assets under management.
About this Role:
The purpose of the ASU LTMA 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.
Location: Shannon
Permanent/Full time
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 (Essential)

• Accredited Product Adviser (Loans) / Qualified Financial Adviser (Desirable)

• 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

Competencies

• Collections

• 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

Job Types: Full-time, Permanent
Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• Employee assistance program
• On-site parking
• Private medical insurance
• Wellness program

Schedule:

• Monday to Friday
• No weekends

Work Location: Hybrid remote in CO. Clare, CO. Clare