ASU Case Manager

Job title: ASU Case Manager

Company: Eolas Recruitment


Job description: Job DescriptionMy Dublin City Centre based client is recruiting for a ASU Case Manager on a contract basis. This role will be 2 days onsite.My Dublin City Centre based client is recruiting for a ASU Case Manager on a contract basis. This role will be 2 days onsite.Job Responsibilities

• Proactively manage an assigned portfolio of mortgage arrears cases, ensuring steps are taken to progress appropriate resolutions for customers in line with relevant industry codes and regulations.
• Perform general loan administration, including handling inbound and outbound arrears calls.
• Accurately record information on systems of record and trackers.
• Efficiently and professionally handle all communication (telephone or written correspondence) from customers and third parties.
• Complete all assigned tasks in compliance with policies, procedures, and regulatory codes, ensuring adherence to SLA/KPI deadlines.
• Consistently demonstrate a customer-centric approach by resolving customer queries promptly and effectively.
• Treat all customers fairly and consistently during daily activities, including credit proposals and resolutions.
• Exhibit accountability and a positive attitude when managing case portfolios and assisting senior management with ad-hoc queries.
• Collaborate with all business areas to support team/department needs and achieve strategic outcomes.
• Actively participate in and contribute to weekly/monthly team meetings.
• Record incidents immediately upon detecting errors and engage with relevant risk personnel for resolution.
• Take ownership of errors and complaints, ensuring the customer experience is managed to a successful resolution.

Experience Required

• Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
• Portfolio management or relationship management experience.
• Relevant Industry codes
• Familiarity with the Code of Conduct on Mortgage Arrears (CCMA) and Consumer Protection Code (CPC).
• Capable of performing effectively in a fast-paced, complex, and deadline-driven environment.
• Excellent teamwork skills, working collaboratively to achieve goals and objectives.
• Proficient in credit analysis, underwriting, and debt resolution.
• Strong prioritization and time management skills.

Essential and Desirable Skills

• Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
• Portfolio management or relationship management experience.
• Relevant Industry codes

Educational Requirements

• QFA or APA (Loans) certification as a minimum.

Working Hours & Benefits2 days onsite / 3 days from home.

Expected salary:

Location: Dublin

Job date: Wed, 08 Jan 2025 06:08:32 GMT

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