Primary Servicing Team Leader
Agency support not required for this role
About Pepper Advantage Ireland:
Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €30bn 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 €40bn in assets under management.
About this role: The purpose of the Primary Servicing Team Leader is to develop, mentor and motivate a team of Primary Servicing Agents to provide customers with an exceptional customer service while also offering assistance to the wider Servicing teams. The Team Leader will be responsible for ensuring that tasks will be carried out in line with controlled policies, procedures, and legislative requirements in order to minimise risk.
Location: Shannon
23 months FTC
Key Responsibilities

• Ensuring that the best possible customer experience is provided in line with current KPI’s
• Successfully lead the team towards achieving the goals of the Servicing Teams
• Ensuring that the ongoing and appropriate development of staff while creating and maintaining a positive culture within the group
• Ensuring that “living the values” of the organization is the status quo
• Ensuring that all tasks are conducted in a manner compliant with all policies, procedures, and legislative requirements
• Ensuring that all accounts are reviewed and are managed in line with policies, procedures, legislative and regulatory requirements
• Ensure that call quality is maintained to company standards and procedures
• Ensure that all accounts are reviewed and referred through the appropriate collections strategies as appropriate
• Ensure that all internal and external relationships are maintained at high standards whilst exhibiting a high level of customer service
• Involvement in a variety of projects as directed by Management Team which support the Pepper overall strategy
• Ensure that all daily/ weekly/monthly reports are completed within the appropriate timeframe
• Analyse trends in portfolio performance to identify risks to performance and escalate to Manager.

Skills & Experience:

• Leaving Certificate or equivalent (Essential)
• Accredited Product Adviser (Essential)
• Qualified Financial Adviser (Desirable)
• Relevant Degree (Desirable)
• Experience in Commercial Real Estate (Essential)
• Experience in a Customer Service / Call centre environment (Essential)
• Banking / Financial Services experience (Essential)
• Relevant Team Leader experience in a similar environment (Desirable)

Competencies

• Collections
• Leadership
• Risk, Legal and Compliance knowledge
• Accuracy and Quality
• Adaptability / Dealing with Change
• Customer Service and Commercial Awareness
• Judgement & Decision Making

Regulatory Requirements for this Role
Fitness & Probity
Please note that this role is a Fitness and Probity Standards Impacted role and has been classified as a Controlled Function (CF).
This has been designated a CF3, CF4 and CF7 Role as described below.

• CF3 Giving of advice to a customer of the regulated financial service provider
• CF4 Arranging a financial service for a customer of the regulated financial service provider
• CF7 Management or supervision of those persons undertaking CF3 to CF6 roles

You will be required to agree to abide by the Fitness & Probity Standards and complete all required due diligence checks.
Minimum Competency Code (MCC) Requirements
Your role has been classified as an MCC impacted role which means you carry a role that requires a recognised qualification and annual CPD requirement under the Central Bank of Ireland’s Minimum Competency Code.
You will be required to complete if not already done so a recognized qualification for your role and abide by the annual CPD hours required to maintain that qualification in order to continue in your role and comply with all the relevant regulatory requirements.
IAF: Conduct Standards
Please note the Common Conduct Standards under the Individual Accountability Framework apply to this role. They impose a single set of readily understood basic obligations on individuals carrying out CFs within Pepper. These standards are in line with what would be considered as good practice by individuals carrying out such functions.
The standards are:

• Acting with honesty and integrity;
• Acting with due, skill, care and diligence;
• Cooperating in good faith and without delay with the Central Bank and other relevant regulatory authorities;
• Acting in the best interests of customers and treating them fairly and professionally; and
• Operating in compliance with standards of market conduct and trading venue rules.

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