• Leading, coaching and managing a team of specialist Complaints Investigators and barristers.• Providing practical, commercial and high quality guidance for the complaints process and customer management.• Engaging with the Dispute Resolution Service of the Financial Services & Pensions Ombudsman (Mediation).• Drafting individual comprehensive responses to the FSPO citing relevant legislation/case law and preparing/submitting appropriate evidence (Adjudication).• Sharing and leveraging technical skills, experience and know-how with colleagues.• Working with individual business areas to fully understand their business needs.• Sharing specialist knowledge with colleagues across the Group Customer Complaints Department to improve complaint handling and minimise the number of complaints being escalated to the FSPO.• Identifying, evaluating and escalating legal or reputational risk.• Applying a holistic review of all FSPO Decisions and providing briefings to Group Stakeholders - lessons learned.

• Managing a portfolio of 120 mortgage arrears cases in the litigation process and deciding upon the appropriate treatment for resolution, whether long-term forbearance, Mortgage-To-Rent, voluntary sale, voluntary surrender, receivership or repossession.• Swearing Affidavits and providing court instructions to external panel solicitor firms in respect of possession/judgment/specific performance/plenary proceedings (including appeals).• Adhering to all Central Bank regulation as well as various internal policies.• Engaging with borrowers and their nominated third parties including MABS, solicitors, financial advisors and debt mediators via telephone, e-mail, face-to-face meetings and written correspondence.• Assisting with the preparation of MI for internal and regulatory reporting purposes.• Ensuring the timely reporting of errors and complaints and liaising with the Bank’s Complaints Investigators on complex cases.• Preparing credit papers with comprehensive recommendations to include asset searches and desktop valuations/research and recovery strategies, formally presenting complex cases to the Head of Credit where these cannot be addressed by way of a straightforward referral.• Ensuring all dealings with borrowers are conducted in a positive and sympathetic manner, identifying Potentially Vulnerable Consumers and “Special Consideration” cases.• Deputised as Team Leader in the Lead Portfolio Manager’s absence.• Quality-checking colleagues’ (including the Lead Portfolio Manager’s) letters.• Working collaboratively with the team and other internal and external stakeholders, including training/coaching junior team members and accompanying the Lead Portfolio Manager to meetings with external stakeholders and process review meetings.

• Dealing with cases from pre-Court to post-Order (where an Order for Possession has already been obtained), including: drafting Affidavits; instructing external parties to serve the Demands and Summonses, tracing borrowers evading service; obtaining Orders for Possession via the High/Circuit Court and enforcement of the Orders.• Managing Start's top exposure portfolio acquired from Bank of Scotland (around 150 cases with balances in excess of €1m) that are at varying litigation stages in the Circuit Court, from obtaining Orders substituting the plaintiff's name in the proceedings and obtaining Certificates of Rateable Valuation through to obtaining Orders for Possession.• Conducting asset searches via the Land Registry (examining both Land Registry and Registry of Deeds documentation) and enlisting the services of Private Investigators.• Meeting with borrowers to review Title documents.• Drafting recommendations for shortfall sales/full and final/partial settlement offers, taking into account valuations, engineer reports and comparable properties in the area.• Appointment of Receivers.• Managing Start’s Judgment cases from the issuance of proceedings via external solicitors through to lodgement of the Judgment Set, marking and registering Judgment against property (as a Judgment Mortgage, registered with the Property Registration Authority of Ireland) or garnisheeing income etc.• Negotiating voluntary surrenders, Assisted Voluntary Sales and Supported Voluntary Surrenders with settlement offers/deals.• Training new staff and drafting training manuals and materials on an ad hoc basis.• Complying at all times with the Consumer Protection Code (CPC) and the Code of Conduct on Mortgage Arrears (CCMA).• Engaging with borrowers by telephone contact and/or face-to-face meetings both at the office and at the borrowers’ homes.• Ensuring all dealings with borrowers are conducted in a positive and sympathetic manner, identifying Potentially Vulnerable Consumers.

• Explaining and exploring MARP/MARS options with borrowers/borrowers' third parties (MABS, accountants, solicitors/PIPs) to determine appropriate options, focusing on previous arrangements and restructures on each case, the payment profile on the account and the borrowers' own proposals.• Critically analysing borrowers' Standard Financial Statements (SFSs), in terms of: personal circumstances (income, savings, employment, number of dependants, etc); expenditure (querying and challenging expenses as appropriate); arrears/overall indebtedness; secondary debts/DSR (these must be restructured/consolidated as appropriate); age (years before retirement); health; affordability generally and any differences from previous information held, as appropriate; Credit Rating search results; level of equity in the property; other assets; bank statements and other documentary proofs of outgoings (for reconciliation); property, if rented or up for sale; anticipated increases or decreases in income e.g. college fees coming to an end or secondary debt coming to the end of term; employment prospects/ability to retrain; reliance on Government aids that may be discontinued (SMI etc.,), as per mandates.• Looking at Start's "X and Y" curves to determine which options are available to the borrower that still generate a profit for Start i.e. using the Net Present Value to determine the current value of the options where "X" = Current Principal Balance X Carrying Cost (cost of credit plus overhead margin) / 12 and "Y" = (Original Valuation - House Price Index) X Carrying Cost / 12.

• Reviewing cases for Split Mortgage restructures.• Considering bespoke-type options from customers necessitating a rate reduction, partial write-off, unsecured shortfall recovery plan, of the type requiring confi letters to be signed and making recommendations to the Senior Management Team.• Negotiating short-term rate discounts, thus creating performing loans where some post-forbearance options are not possible.• Reviewing those borrowers in the portfolio to offer a rate discount with a simultaneous term reduction so the loan term expires ahead of schedule but the monthly repayments remain the same.• Analysing borrower documentation - bank statements and financial statements, accountants' certs or projections, future contracts, accountants' statements of net worth, invoices, CRO accounts, P21s/notices of assessments.• Requesting and reviewing valuations on charged properties to capture variances in the HPI and up-to-date valuation, to ensure any restructures do not exceed Start’s maximum 100% of value limit (on Split Mortgages, for example) and also to ensure the effectiveness of the charge itself, perhaps requesting retention, the purchase of an easement/right of way etc., to ensure the property is of sufficient value to safeguard the restructure.

• Dealing with my own portfolio of between 120-180 high exposure (€750,000+) mortgage cases on a monthly basis, with the aim of assessing the borrowers' individual financial circumstances by way of a Standard Financial Statement and restructuring borrowers' debt via options available under the Mortgage Arrears Resolution Process (“MARP”), Mortgage Arrears Resolution Strategy (“MARS”) and other specialist options.• Explaining and exploring MARP/MARS options with borrowers/borrowers' third parties (MABS, accountants, solicitors/PIPs) to determine appropriate options, focusing on previous arrangements and restructures on each case, the payment profile on the account and the borrowers' own proposals.• Complying with all Directives/Codes enshrined in Irish law/issued by the Central Bank with regards to Anti-Money Laundering and Terrorist Financing, Due Diligence etc.• Complying at all times with the Code of Conduct on Mortgage Arrears ("CCMA") and the Consumer Protection Code ("CPC").• Liaising with the Derry office, quality-checking and providing feedback on completed Standard Financial Statements and presenting to Credit Committee/Senior Management Team ("SMT") on their behalf.• Loss Models: Liaising with borrowers seeking the sale of properties in negative equity and presenting proposals to the SMT on a weekly basis.• Training new staff on systems and processes.• Ad hoc projects including audits in advance of Central Bank visits, piloting new restructure arrangements and system-based testing.

Dealing with my own portfolio of 100 distressed mortgage cases on a monthly basis, with the aim of assessing the borrowers' individual financial circumstances by way of a Standard Financial Statement and restructuring borrowers' debt via options available under the Mortgage Arrears Resolution Process (“MARP”).

• Applying for Court hearings, issuing letter-before-warrants, arranging evictions and instructing bailiffs and receivers.• Negotiating shortfall sales.• Setting suspended possession orders and straight Court orders.• Completing Mortgage Arrears Pre-Action Protocol (PAP) checklists for Counsel.

• Gathering and challenging customers with mortgage arrears’ income and expenditure information to negotiate arrangements to clear the arrears on typically 100 accounts per month.• Running various reports for external auditors.• Training colleagues within the company and checking their work in line with company Total Quality Frameworks (TQFs) and lender policy compliance: call observations; diary checks; capitalisation checks; manual letters; DD suspensions; DD set-up; ATP set-up; input of counsellors’ reports.• Conducting End-To-End process reviews and using Value Stream Mapping to identify inefficiencies.• Providing feedback and peer-coaching to colleagues where there have been compliance breaches of TQFs or lender policies using the AID and GROW models respectively.

• Troubleshooting customers’ issues, providing an effective resolution as quickly as possible.• Providing a resolution suitable to the customer’s literacy i.e. giving step-by-step instructions, and in laymen’s terms.

Managing daily operations, training and supervising staff and controlling credit for a large and highly profitable (family owned) convenience complex.