• Manage and effectively organise own portfolio of cases to establish contact with customers and agree the appropriate treatment for resolution/property disposal in a timely, effective and efficient manner.• Proactive and direct engagement with customers, and/or third party professional representatives, including face to face meetings where required using influencing and negotiating skills to assist in obtaining the most mutually beneficial outcome for the customer and BOI.• Ensure the Banks customers receive a clear explanation of consequences where no suitable arrangement/restructure is reached or satisfactory proposals made e.g. voluntary surrender, legal repossession.• Preparation of credit proposals and presentation of cases to Senior Management/Retail Credit as required.• Knowledge of and adherence to relevant Policy and Procedures in an environment where policy may frequently change to ensure all actions initiated comply with regulatory and internal procedures, with specific and proven knowledge in the area of legal repossession.• Assist with preparation of MI for Internal and Regulatory reporting purposes.• Operating to specific SLA`s and turnaround times.

• Contacting arrears customers directly to discuss possible long term sustainable resolutions to the mortgage arrears situation.• Establishing positive engagement & developing excellent customer relationships.• Dealing appropriately & empathetically with challenging arrears situations.• Adhering to Central Bank’s Regulations in the day to day management of cases, including Code of Conduct on Mortgage Arrears & Consumer Protection Code.• Explaining to borrowers the importance of prioritising the mortgage over secondary debt held.• Effectively managing a log of cases with a view to ensuring that the borrowers are directed towards the most appropriate solution for their circumstances.• Monitoring Alternative Repayment Arrangements that are put in place to ensure performance in line with the agreed terms of the arrangement.• Discussing disposal of the security with customers where the mortgage is not sustainable.• Managing the disposal of the security where the borrower agrees that this is the most feasible solution.• Dealing efficiently with incoming calls & correspondence.• Maintaining excellent relationships with third parties, including MABS, Solicitors & customers’ debt mediators.• Dedicated case management to include the maintaining & monitoring of ongoing customer contact & follow-up of cases.• Actively participate in & contribute to monthly team review meetings.• Achieving demanding targets as set on a quarterly basis by the company.• Ad hoc duties such as general administration on customer accounts & administration duties on internal projects.

• Collections – I am responsible for the collection & the maintenance of account receivables for retail, private lease & service plan portfolio which entails: contact customers, follow up on payments & engage with late payers to maximise collection efficiency.• Legal - I am solely responsible within the company to manage the entire pre-legal, legal, voluntary surrender & voluntary termination accounts. I determine when loans are unsustainable & need to go legal. Ensure full compliance with the Consumer Credit Act when repossessing.I engage with external solicitors to apply for a court order if needed & also with repossession agents to arrange collection of the vehicle if a court order is not required. Instruct external Solicitor firms to draft affidavits in respect of the recovery of asset/debt. Review affidavits for accuracy prior to arranging for them to be sworn by myself. Provide Court instructions to external Solicitors in respect of cases in the legal process.• Training - I have taken on the responsibility of training in the new collections team leader as well as 4 new collections agents while still confirming all of my other tasks are completed & provide support to the rest of the collections team.• Projects - I have been involved with projects regarding new systems for the company & have carried out intensive testing from end to end & completed the project within timeframes given.• Qualifications - I currently hold a Professional Diploma in Financial Advice as a Qualified Financial Adviser (QFA)

• Conduct inbound and outbound telephone activity on customer arrears portfolios for residential investment properties & home mortgages.• Gather information from customers to validate repayment offers.• Negotiate the required repayment plan to settle outstanding balance/arrears.• Meet individual performance targets and Key Performance Indicators.• Review; maintain; accurately update & amend account records on the Company’s collection systems.• Meet objectives relating to quality call handling.• Comply fully with the banks processes & procedures.• Comply fully with the industry regulatory procedures directly relating with the Bank.• Conduct initial investigatory work to ascertain potential new information for the customer.

• Handle all types of incoming 999 emergency service calls in an efficient & effective manner.• Making sure my team delivers excellent customer service in line with ‘Right First Time’ quality expectations.• Assist all operators with technical issues, abusive callers, distressed callers etc. • I was responsible for call quality monitoring a specific number of each team members calls on a daily basis & providing feedback & training on a one-to-one basis.• Updating time & attendance systems for ECAS operators.• Run daily tests on the minicoms, back up phones & trunk line testing. • Ensure all operators are up to date with the latest briefings & procedures.• Take responsibility for own performance & accept coaching & feedback positively in order to improve personal performance levels.