Customer Service Executive 10 Month Maternity Contract at Mars Capital

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Contact centre operations, Communication skills, Interpersonal skills, Data entry, Problem solving, Attention to detail, Multitasking, Financial services knowledge, Regulatory compliance, Negotiation, Loan administration

Industry

Financial Services

Description

Company Description WELCOME TO MARS CAPITAL Mars Capital is part of Arrow Global Group Limited, which is one of Europe’s leading integrated asset managers with €70bn Assets Under Management (“AUM”) and 2,000 employees across five jurisdictions.. Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorised by the by the Central Bank of Ireland and located in Dublin 2. Mars Capital has the capacity and regulatory authority to service loans secured against properties and has €8bn AUM, experiencing significant growth in recent years. We provide services that span the full lifecycle of a loan post origination, from drawdown through to loan administration, asset management, enforcement as well as syndication, securitisation, and standby servicing. We value our relationship with our clients and believe that our deployment of dedicated, Dublin-based project and asset management teams give us a competitive advantage over other competitors who operate a shared services model across their portfolios. Placing the customer first in a simple and efficient manner in line with our regulatory obligation is our number one priority. Our local strategic ambition is to provide value accretive services to institutional clients, while building better financial futures for our customers, clients, communities and colleagues. Our Culture and Way of Working We’re entrepreneurial, fast-paced and decisive, working together safely and supportively. We trust our colleagues to make the right decisions and are brave enough to acknowledge mistakes and to learn from them. Celebrating success, we reward those who help us to achieve exceptional long-term results. We’re inclusive and encourage our colleagues to be themselves. Our culture supports the difference that makes each of us unique. We’re open and eager to embrace new ways of working and have a diverse community, enriched by our local identities that works collaboratively to build a unified and dynamic organisation. We believe that a supported flexible working approach helps us to retain valued colleagues, enhance wellbeing, increase motivation and encourage a healthy work/life balance. If you’re interviewed, ask about the flexibility involved in this role. Our Values Our stakeholders expect us to act in an ethical and responsible way and this is at the heart of how we conduct our business. Our values support this philosophy, and we seek out and reward behaviours that will make us more sustainable, responsible and successful. Our values are- we succeed together; we do the right thing; we’re trusted and valued; and we’re brave and creative. You’ll hear more about these throughout the interview process. Our STAR Awards provide a fantastic platform to send a special thank you to a colleague who may have gone above and beyond to help you and the business succeed, or someone who has been brave and creative with their own approach to how they work. Values orientated, our Recognition Scheme plays a pivotal role in aligning and celebrating our culture, and simply wouldn’t exist without colleague participation and input. Our Environmental, Social and Governance (“ESG”) Commitment We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business. Job Description As part of the growth of Mars Capital, we are recruiting a Customer Service Executive to support our Contact Centre Team. This is a permanent role and will be based at Mars Capital’s Dublin office with some home working. How You’ll Make an Impact Manage inbound and outbound calls for the servicing of customer loan accounts. Ensure system records are maintained and updated following every customer interaction. Investigate, review and negotiate at individual account level, to ensure the correct customer outcome is achieved. Liaise with internal teams in relation to the expediting of required information. Complete general loan administration duties such as issuing mortgage statements, redemption statements and ad hoc manual letters. Positively contributing to the achievement of agreed SLA’s. Consistently record incidents immediately on detection of errors and engages with Risk Owner to resolve where required. Take ownership of errors and complaints received, managing the customer experience to a successful resolution. Consistently demonstrate that “the customer is at the heart of everything we do” through their engagement with customers, and through the resolution of queries and issues in a timely and effective manner. Contribute to the team and customers by generating continuous improvement ideas. Qualifications Essential Expertise Previous Contact Centre / Customer Service experience. Computer literate, with the ability to quickly learn new systems. Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service. Ability to react and deal with change in a fast-moving environment, processing high-volume data within tight deadlines. Proven ability to be accountable for and follow all defined procedures, controls, and instructions. Good attention to detail, accuracy, and ability to multitask. To work within and be compliant at all times with all relevant regulations and legislation applicable to this role. Desirable Expertise Previous financial services experience. Financial services qualification such as QFA / APA Additional Information Central Bank of Ireland (“CBI”) Fitness & Probity Regime Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments. D&I statement

Responsibilities

Manage inbound and outbound calls for customer loan accounts while maintaining accurate system records. Investigate and negotiate account-level issues to ensure positive customer outcomes and efficient loan administration.