Vulnerable Customer Case Handler

Job title: Vulnerable Customer Case Handler

Company: Bank of Ireland


Job description: What is the opportunityAddressing a commitment made to the Regulator, the role holder will be responsible for handling a case load of bereavement, vulnerable customer and POA/3rd Party Mandate cases, providing customers and their representatives with a tailored service and point of contact to help them through a potentially difficult stage in their life.In this role you will:

• Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls is achieved through the day to day activities associated with this role.
• Receiving and taking ownership of inbound calls / call transfers from customers, representatives and internal departments in relation to notification of a death, vulnerability, financial abuse or POA/3rd Party Mandates while practicing emotional intelligence and sensitivity.
• Handling a case load from notification, engaging with the business to identify accounts, regularly communicating with the customer/representative and making decisions in relation to account activity (closure, funds transfer, reasonable adjustments etc).
• Be a subject matter authority in relation to legislation and requirements linked to probate, inheritance tax requirements, powers of attorney, 3rd party mandates and protection afforded to customers who are victims of financial abuse.
• Maintaining excellent working partnerships with GLS, Compliance and Risk to ensure complex cases receive fair and timely outcomes.
• Undertaking root cause analysis of bereavement and vulnerable customer cases to identify customer struggles, making recommendation for process and procedural change to make the process smooth and pain free for the end user.

What will make you stand out?You will have demonstrable experience within a multi-product Financial Services Industry in a customer facing role, either face to face or virtual, ideally helping customers through highly charged or emotionally challenging times. Due to the nature of this position excellent attention to detail and focus on delivering quality outcomes for customers through exceptional listening skills and problem solving is crucial.Essential QualificationsThere are no minimum educational requirements for this role.More about the teamThe UK Vulnerable Customer Unit sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK!In addition to the Vulnerable Customer Unit the UK Customer Relations Team is made up of several different functions that include the processing of UK customer complaints, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA best practice linked to deceased and vulnerable customers.Why work with usThe 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 paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!Key Competencies

• Customer Focused – Self
• Accountable – Self
• Agile – Self
• One Group, one team – Self
• Amplify Capability – Self

We’re on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.Apply nowOur application form takes just minutes to complete. If you have any questions or require assistance with our application process, you can and one of our recruitment team members will be in touch via email.First Name (required) cafe40ecLast Name (required) 870bfac0Email (required) 216521fe384270bb Email me about jobs like thisApply Please wait… DoneWe keep information you have provided us with in order to send you career information you are likely to be interested in. By submitting your email address you show that you agree to this.Thank youWe’re on a journeyFollow our path to leading the industry in creating a digital first environment.Sign up for Job AlertsNew jobs are coming on stream all the time, so sign up to be notified as soon as they are advertised.First Name (required) 39a33003Last Name (required) fa9978edEmail (required) 8ae5ab87Job Alert 81eb9605Departments 8a75ca9b Departments 61e51554Locations a9227fb4 Locations 5e388bbaSubscribe Please wait… DoneWe keep information you have provided us with in order to send you career information you are likely to be interested in. By submitting your email address you show that you agree to this.Thank youRecommended jobs for you3 P – Professional Specialism Temporary – Fixed Term Manage Risk – Self Accountable – Self Customer Focused – Self One Group, one team – Self Agile – Self Bank of Ireland Hybrid Non-financial risk 31064 Bristol England United Kingdom Bristol, England, United Kingdom Bank of Ireland UK What is the opportunity? A fantastic opportunity to join the Retail UK Risk Management Framework (RMF) Delivery Team to implement the Group’s RMF across the Division as part of the Group RMF Implementation Programme. You will support in the deliv… Full time
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Expected salary:

Location: Bristol Area

Job date: Sun, 26 Jan 2025 07:17:08 GMT

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