International voice process

Job Description

Roles Financial Support Team to work closely with customers who are in financial difficulties in order to deliver positive, appropriate and sustainable outcomes. Judgment is required depending on the circumstances upon which a financial statement and affordability assessment is required We endeavor to deliver a high value, professional and quality service to our customers. By putting our customers at the heart of everything we do we manage the value of contact by crafting solutions that best meets the needs of our customers and the bank whilst operating in line with the principles of the regulatory framework. The revised forbearance policy has created more options to utilize a broader suite of solutions for customers individual circumstances. Decision making is not process/matrix driven but has to be individually crafted by the individual based on circumstances. The delivery of fair customer outcomes is based upon the role holders ability to apply the above when working with customers. Positive and professional experiences engender customer loyalty. Customer loyalty drives long-term profitable growth. Delivering positive and professional outcomes for our customers and helping them to regain financial stability are fundamental to building a sustainable business. Customers / Stakeholders An Advisor needs to be professional, knowledgeable and able to adapt to meet the specific needs of each individual customer. The role holder handles the customers circumstances at first point of contact (first touch/one touch resolution) and is responsible for adherence to all of the regulatory requirements within their charge. Connect in a manner that promotes customer belief that can help them during a period of financial difficulty. Providing our customers, the confidence that understands their specific situation and concerns. Delivering the best solution(s) options to meet their needs. The role holder is responsible for ensuring the agreement/solution with the customer is sustainable for the long term, thereby delivering an appropriate customer experience, delivering a fair outcome based on individual circumstances for our customers and the bank. Leadership & Teamwork The jobholder is expected to positively cooperate toward total team goals, willingly share knowledge and information with others and participating in open communication. The jobholder should support a positive workplace environment by encouraging cooperation, teamwork and identification with the organizational unit by participating in team meetings and through the timely implementation of feedback and training received. The jobholder is expected to be a dependable, goal orientated, motivated team member who takes personal ownership for the continuous improvement of their skills. Qualifications Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position Previous experience of working (3+ years) in a Customer Service environment and/or supporting customers in financial difficulty. Excellent communication/skills both conversational and written (E) Ability to work using a variety of systems on a computer (E ) Ability to organize work independently and as part of a team (E ) Positive attitude – demonstrating teamwork and cooperation towards the achievement of operational goals and addressing barriers to exceptional customer service(E ) Previous experience of working in a Customer Service environment and/or supporting customers in financial difficulty (D). Deal with an array of complex delinquency situations, employing effective decision-making skills and knowledge when applying resolution tools that best meets the needs of the customer needs (E) Empathetic approach with ability to build rapport and engender trust. Committed and enthusiastic to an ever-changing environment to take responsibility for own development, seeking regular feedback and challenging yourself to improve. Flexible on Shifts/Week off & Hybrid working €