Case Manager Mortgage Arrears 40-45k

Job description

Mortgage Arrears Case Manager

Dublin City Centre

Permanent Opportunity

Salary Range €40 - 45k

This Financial Services organisation is looking to hire an experienced Late Arrears Case Manager in relation to mortgage lending.  The successful Case Manager will be responsible for contacting customers, facilitating financial reviews, recommending affordable and sustainable outcomes and managing the administration of a portfolio of mortgages in arrears ensuring delivery on business objectives and targets.  

Key Responsibilities

  • Conducting customer collections activities
  • Managing assigned cohort of customer accounts which will include customer contact. Handle inbound and outbound telephone campaigns for both Home loan & Buy to Let Mortgages
  • Negotiate and work with customers to come to a resolution on thei arrears
  • Manage complex accounts, multiple facility accounts, cases within any stage of the early or late arrears process
  • Maintaining relationship with assigned customers with large aggregated exposures including conducting individual customer meetings and recommending an over-arching strategy for dealing with customer accounts
  • Review of cases assigned including previous account notes, SFS information and all other related supporting customer information 
  • Conducting negotiations with customers to understand their circumstances and explore all possible resolution options
  • Preparation of referrals for approvals summarising the borrowers' circumstances and recommending options for approval considered to be in the best interest of both the borrowers and the company
  • Maintaining good relationships with our customers with emphasis on ensuring that actions undertaken are based on the principles of Treating Customers Fairly
  • Recommending alternate strategies as required for approval together with proposed actions required to implement same
  • Setting realistic milestones with the customer to complete mutually agreed objectives in support of the identified resolution option
  • Recommending and implementing corrective action where borrower is not co-operating or not willing to engage with the company with regard to the implementation of an identified resolution option
  • Maintaining detailed customer files and management information as defined to ensure that customer activity, milestones and recommended actions are tracked and available for review as required
  • Working within agreed metrics, including meeting agreed targets and service level agreements as determined by the Head of Servicing 
  • Providing clear instruction and direction, whilst maintaining good relationships, with any third party service providers engaged to assist with associated activities for the customers
  • Working with word, excel, powerpoint tools in support of output for approval/review
  • Working as part of a team to achieve common goal. Supporting colleagues and providing advice and/or contribute to problem solving sessions as required
  • Ability to react and deal with change in a fast moving environment

Experience & Qualifications Required

  • QFA or other relevant and necessary qualifications 40
  • 2+ years experience working within a mortgage arrears unit
  • Special Servicing loan activities
  • Customer Relationship Management
  • Demonstrate compliance to CCMA/CPC/SME codes
  • Following principles of Treating Customers Fairly (TCF) at all times
  • Accurate review and interpretation of borrowers financial information