Liam Browne Email & Phone Number

Dublin, Ireland.

My responsibilities in this role include, but are not limited to:• Liaising closely with managers within the ASU to ensure standards and procedures are set and adhered to across all teams. • Monitoring staff performance across the ASU, via procedural review and reporting any non-adherence to Central Bank of Ireland and/or internal procedures. • Provision of appropriate training to new staff, refresher training to existing staff where necessary, and one-to-one feedback sessions pertaining to same.• Reviewing mortgage accounts to monitor arrears support unit staff adherence to departmental strategies and Central Bank requirements, as set out by the Code of Conduct on Mortgage Arrears, Consumer Protection Code and SME, in relation to customer contact.• Carrying out checks, including mortgage restructure arrangement implementation, reviews of phone, email, letter, and text message correspondence, in order to mitigate operational risks, and identification and reporting of findings to the management team. • Carrying out daily debit card transaction and lump sum payments reviews and reporting any errors for correction. • Compiling and issuing of customer data access requests as required.• Working on various miscellaneous projects throughout the bank, such as verification aspects of loan book sales and central credit register amendment projects.

Dublin, Ireland

Responsibilities in this role included, but were not limited to:• Managing and controlling managerial dialler functions, such as generating daily dialler and manual phone campaigns for the entire ASU contact centre team and deploying same.• Working on an automated dialler system to collect overdue payments from the client base, and assertively negotiating with KBC clients who were in arrears, in line with applicable strategy and best practice policies.• Evening and weekend supervision of ASU contact centre staff.• Testing, and advising on, the implementation of new systems.

County Dublin, Ireland

Responsibilities in this role include, but are not limited to: • Management of a ledger of over 3000 commercial business accounts, spanning several counties.• Liaising with clients, field agents, receivers, and solicitors in relation to customer debt management, and with county council and public body representatives in relation to public service accounts.• Conflict de-escalation and resolution, through negotiating appropriate payment plans with clients. • Processing payments, payments queries, invoices, and customer queries.

Dublin City, County Dublin, Ireland

Responsibilities in this role included, but were not limited to:• Management of a ledger where quick turnaround was expected, typically targeting particular credit control campaigns, such as high-risk accounts or customer reward campaigns.• Providing payment options and manageable credit terms to customers, depending upon the ability of the customer or the need of the client, as per campaign.

Tallaght, Dublin

Responsibilities in this role included, but were not limited to:• Management of a team of four customer support representatives who handled email and telephone queries pertaining to Xtra-vision and HMV retail and online stores, XV Xpress rental kiosks and Amazon, Flubit and Rakuten online sales, which were processed in partnership with HMV/Xtra-vision.• Oversight of customer support for the Xtra-Club subscription service; a recurring payment-based rental service with, at its peak, over 12,000 account holders. Responsibilities here included subscription setup, payment information updates, account cancellation and debt management.• Administration of the RTE@HMV customer support service, which entailed running a support service for purchases made on RTE’s online store, which was managed by HMV.• Liaising with courier services to ensure customer delivery queries were rectified in an efficient and timely fashion.

Various Locations, Dublin, Ireland

Position: Store Manager. June 2009 to September 2015.Further to senior customer service responsibilities, additional duties included:• Customer account generation, reconciliation, collections and credit control.• Cash management and lodgements.• Tracking of KPIs & performance, dynamic implementation of latest best practice policies.• Processing deliveries, stock transfers & recalls.• Regular & extensive stock checks & performance tracking exercises.• Training, supervision & discipline of employees.

Dublin, County Dublin, Ireland