Primary Servicing Agent (CRE)
Agency support not required for this role
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 Southeast Asia, we employ over 3,500 people and have over €50bn in assets under management.
About this Role:
The purpose of the Primary Servicing Agent CRE is to provide primary servicing facilities in line with client Service Level Agreements (SLA’s). They will action all requests by the CRE Relationship Management team within agreed turnaround times including providing operational support to the CRE Team for the implementation of approved restructures and producing Management Information for the CRE team and clients as requested. The Primary Servicing Agent will conduct all tasks in line with all controlled policies, procedures and legislative requirements while providing exceptional customer service and minimising risk.
Location: Shannon
Contract type: Fixed Term Contract - 23 months
Key Responsibilities
Operational Portfolio Management

• Implement all daily account actions/instructions as requested by the CRE Relationship Management Team accurately and within agreed timeframes as per internal SLA’s.

• Provide operational support to the CRE Relationship Management Team for the implementation of approved restructures, ensuring the system is accurately up-dated and all tasks/follow-ups are completed

Analysis and Reporting

• Complete all ad-hoc, daily/ weekly/monthly reporting requests accurately and within the requested timeframe

Credit management

• Ensure all accounts are actioned in line with SLA and monitor account performance and contact borrowers as required following up scheduled repayments etc.

• Ensure all correspondence is issued and recorded without error and within set time frame

Customer Service

• Provide an efficient service to both internal Clients and Borrowers ensuring that quality standards and customer service levels are maintained at an appropriately high level while achieving targets in terms of efficiency and volume

Relationship Management

• Maintain positive working relationships with CRE team, Clients, borrowers and or/their representatives to maximise portfolio performance

Compliance through Risk Management

• Conduct all tasks in a manner compliant with all policies, procedures and legislative requirements

Skills & Experience

• Successful completion of Leaving Certificate or equivalent

• Operations Experience in a Financial Services Environment

• Third level business degree or similar qualification (desirable)

• APA or Qualified Financial Advisor (desirable)

• Knowledge of relevant lending legislation and industry requirements (desirable)

Key Performance Indicators

• Accuracy of system inputs and follow ups in line with instructions from CRE Team

• Measured by relevance, accuracy and timeliness of reports

• Feedback from Team Leader and CRE team

• Achievement of portfolio targets

• Deviations from approved arrangements escalated in timely manner in line with policy

• Call quality and account audits

• Customer/ Client feedback

• Documentation of customer meetings is maintained and customer records are up-to-date

• Internal SLA’s

• Account audits

• All compliance exams completed within appropriate period

Competencies

• Collections

• Legal & Compliance

• IT Knowledge

• Risk

• Accuracy & Quality

• Analytical Thinking

• Communication skills

• Customer Service and Commercial Awareness

• Influencing/Persuasion and Negotiation skills

• Organisational Skills

• Presentation Skills

• Team Working

Pepper is an equal opportunity employer.
Role Profiles are subject to change in line with business needs.
For more information on this role please email recruitment@peppergroup.ie
Job Types: Full-time, Fixed term
Contract length: 23 months
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