Vacancy Details

Collections Agent
Purpose of role

Collections Agent - Payments for Group Operations and Payments - Bank of Ireland, Group Manufacturing

Location: This role is based in Cabinteely, Dublin 18

What you can expect:

What a great time to join us! We are going through a period of significant change which will provide a fantastic opportunity to develop your career with us. Every organisation will tell you that their people are their most prized asset - we`ll tell you that too. The difference is however, we prove it - through commitment to nurturing, encouraging, challenging and training our people. On top of a great career path, we can offer you a range of benefits such as discounted VHI, FREE banking, preferential rates on loans and financial products, holiday and insurance funds, generous annual leave and staff offers. We also have many sports & social clubs, award winning LearningZone training and development opportunities to get involved in volunteering and collecting for charities through our Give Together


Stg Collections undertakes the account management, early to late arrears collection and recovery activities for the Group`s Consumer (overdraft, personal loan, and credit card) and Small Business& Agri (SB&A) portfolios (up to £250k). The business works closely with colleagues from across Retail and within the Credit & Market Risk division to implement Group policy and to maximise recoveries for the Group.

The Consumer Debt Recovery/Credit Card Collections team manage the collections and recoveries process for delinquent Term Loans, Current accounts and Credit Cards through engagement with customers via telephone, written or electronic format.

Legal Admin team outsources the management of Grade 6& 7 accounts to a number of approved external Debt Collections Agencies and Legal firms who provide debt collection services on behalf of Bank of Ireland in the UK and internationally.

The background of this role is to assist in the management of the outsourced accounts through the completion of a number of administrative tasks and to act as an effective point of contact for both the external agents and internal stakeholders.

The Collections Agent will proactively contact customers with a view to returning their accounts to a performing position of working with the customer to identify a sustainable solution to address their current arrears.Deliver of a consistently high quality service in a cost effective manner is critical.

The unit operates in an environment of constant change, increasing competition, stretching targets and full compliance with regulatory guidelines. We are looking for dynamic people who will add value to our existing team. This is an excellent opportunity for a self-starter to work in a fast paced dynamic environment and develop their skillset.

Reporting to the Manager UK Cards Collections, the successful candidate will:

  • Manage an assigned portfolio of accounts by contacting customers and agreeing repayment arrangements to regularise their accounts.
  • Respond to customer contact and solicit all pertinent information to resolve the out of order issue.
  • Deliver the objectives of Stg Collections and BU specific campaigns Support the implementation of key initiatives to deliver improved efficiencies and cost reduction.
  • Carry out your role and activities in a manner that is fully compliant with Regulatory, Group and BU policies, controls and standards required.
  • Perform administrative function in a timely manner with a strong emphasis on accuracy and attention to detail.
  • Interact with and provide support to Team colleagues and management contributing to a strong team culture and partaking in initiatives / forums.

The ideal candidate will possess the following:

Essential key requirements:

  • Ability to work in a fast paced environment whilst maintaining professionalism and accuracy at all times.
  • Ability to negotiate with customers in difficult circumstances.
  • Willing to accept demanding workloads and schedules and remain positive under pressure
  • Strong interpersonal skills when managing internal and external customers and stakeholders.
  • Knowledge of managing customers especially ones with deteriorating financial positions.
  • Ability to work within a team and to support colleagues.
  • Understanding of and adherence to the Lending Code while working with customers in financial difficulties.

Desirable requirements:

  • Prior experience of working in a collections or direct customer contact environment.
  • Understanding of the Collections and recovery process and environment.
  • Previous experience working in a busy inbound phone team.
  • Evidence of experience performing complex administrative functions.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

Remuneration and benefits

Sorry, this vacancy is closed.

Bank of Ireland follow a Direct Sourcing Model. If assistance is required Bank of Ireland we will engage directly with appropriate suppliers. Unsolicited CVs / contact will not be accepted.
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