APA Customer Service Representative

at  Eolas Recruitment

Dublin / Hybrid
Permanent
Hybrid
Negotiable
Ref: 21587.
Job Description
My Dublin based client is recruiting for a APA Customer Service Agent who will be responsible for managing a portfolio of cases, focusing on providing resolutions and support for customers in arrears.
My Dublin based client is recruiting for a APA Customer Service Agent who will be responsible for managing a portfolio of cases, focusing on providing resolutions and support for customers in arrears. This will be initially a 6 month daily rate contract working on a hybrid model.
This role requires a proactive approach to loan administration and customer communication, ensuring compliance with financial regulations and achieving high customer satisfaction.

Job Responsibilities

• Case Management: You will proactively manage an assigned portfolio of cases, taking appropriate actions to progress resolutions effectively.
• Communication: You will handle both inbound & outbound communication regarding arrears, including calls & written correspondence with customers & third parties, maintaining professionalism at all times.
• Loan Administration: You will perform general loan administration tasks, and assess Standard Financial Statements (SFSs), and draft thorough credit reports for decision-makers.
• Compliance and Reporting: You will ensure all activities comply with internal policies, Central Bank codes, & regulations. Record information accurately on systems & trackers within SLA/KPI deadlines.
• Customer Focus: You will demonstrate commitment to customer-centric service, resolve queries effectively, & manage customer experiences through to resolution.
• Team Collaboration: You will work closely with other departments to support team needs & strategic outcomes.
• Participate actively in team meetings and contribute to discussions.
• Incident and Risk Management: Record incidents immediately upon error detection and collaborate with Risk Partners to resolve issues. Take ownership of errors and manage complaints effectively.

Experience Required

• Previous experience in financial services, specifically in a phone-based customer service and home-loan debt-resolution environment.

Essential and Desirable Skills

• (QFA) or Accredited Product Adviser (APA) with specialization in Loans, as a minimum requirement

Educational Requirements

• Qualified Financial Adviser (QFA) or Accredited Product Adviser (APA) with specialization in Loans, as a minimum requirement

Working Hours & Benefits
Daily Rate Contract
Name: Nicola Byrne
Title: Senior IT Recruitment Consultant
Tel: 01 286 6666
Email: nicola@eolas.ie

• Case Management: You will proactively manage an assigned portfolio of cases, taking appropriate actions to progress resolutions effectively.
• Communication: You will handle both inbound & outbound communication regarding arrears, including calls & written correspondence with customers & third parties, maintaining professionalism at all times.
• Loan Administration: You will perform general loan administration tasks, and assess Standard Financial Statements (SFSs), and draft thorough credit reports for decision-makers.
• Compliance and Reporting: You will ensure all activities comply with internal policies, Central Bank codes, & regulations. Record information accurately on systems & trackers within SLA/KPI deadlines.
• Customer Focus: You will demonstrate commitment to customer-centric service, resolve queries effectively, & manage customer experiences through to resolution.
• Team Collaboration: You will work closely with other departments to support team needs & strategic outcomes.
• Participate actively in team meetings and contribute to discussions.
• Incident and Risk Management: Record incidents immediately upon error detection and collaborate with Risk Partners to resolve issues. Take ownership of errors and manage complaints effectively