Operational Support Representative

The new BOI UK operating model and business structure is designed to build on our niche strengths and expertise, break down silos, reduce complexity and support the delivery of our strategy across the UK.

The UK Operations business unit is a key enabler of this strategy and is responsible for all personal and business customer/account servicing, debt management, customer relationships (vulnerable customers, bereavements and complaints), operational resilience, IT and Information Security and supplier management & governance in support of all solutions/Business Units, enabling standardisation, consistent service quality and best practices sharing.

Collections and Recoveries UK Loans Collections & Recoveries is a newly formed team within UK Operations responsible for the delivery and implementation of the Bank of Ireland’s personal loans collections & recovery strategy while balancing the recovery of debt with maintaining strong, positive relationships with our customers.

Purpose of the Role

To provide day-to-day support as an interface between external service providers and the Bank of Ireland. This role will support the Operations lead in handling the queries and processing of customer required actions through the third party relationships.

The role will also provide operational support and engagement to ensure that customers in financial difficulty receive a smooth and continuous service from Bank of Ireland through the third party networks.

Key Accountabilities

• Day to day operational activity to support inbound, non customer facing queries from external third parties for the lending products of Loans and Asset Finance.
• Case management activities to ensure systems are accurate and reflect the customer’s situations.
• Support resolution activity relating to change initiatives within the Collections and Recoveries team.
• Appropriate maintenance of external contractor records within the Bank of Ireland and alignment to group HR policies for external support.
• Maintenance of inbound e-mail contact from external third parties.
• Effective control for case management activities between multiple third parties and in-house customer facing teams.
• Administrative support relating to the effective running of Collections and Recoveries including onboarding requirements for the Loans and Asset Finance product lines.

What is the opportunity?

Our strategy in the UK is to transform our business to become a leading UK Specialist Bank – focusing on sectors where we have a driven advantage. Our business is changing in shape, size and focus.

We are focused on delivering outstanding customer service backed by a deep understanding and experience of our chosen markets and on improving our returns in the UK and continuing to be a responsible and balanced business.

The successful candidate will be fully trained and provided with development opportunities.

Please note you must live in the jurisdiction for the business to which you are contracted.

Essential Skills & Experience

Customer first attitude.

Perseverance to resolve challenging issues impacting customers in financial difficulty.

Comfortable using customer relationship systems.

High attention to detail.

Ability to learn processes to identify solutions and outcomes which support the customers and protect the bank.

Ability to manage and control own time.

Desirable Qualifications, Skills & Experience

Previous collections experience.

Previous experience managing complaints.

Experience dealing with partners or external suppliers.

Key Competencies

• Accountable – Self
• Amplify Capability – Self
• Champion Transformation – Self
• Manage Risk – Self
• One Group, one team – Self

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

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.