Vulnerable Customer Case Handler

at  Bank of Ireland

WHAT IS THE OPPORTUNITY

Addressing a commitment made to the Regulator, the role holder will be responsible for handling a case load of bereavement, vulnerable customer and POA/3rd Party Mandate cases, providing customers and their representatives with a tailored service and point of contact to help them through a potentially difficult stage in their life.

ESSENTIAL QUALIFICATIONS

There are no minimum educational requirements for this role.

• Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls is achieved through the day to day activities associated with this role.
• Receiving and taking ownership of inbound calls / call transfers from customers, representatives and internal departments in relation to notification of a death, vulnerability, financial abuse or POA/3rd Party Mandates while practicing emotional intelligence and sensitivity.
• Handling a case load from notification, engaging with the business to identify accounts, regularly communicating with the customer/representative and making decisions in relation to account activity (closure, funds transfer, reasonable adjustments etc).
• Be a subject matter authority in relation to legislation and requirements linked to probate, inheritance tax requirements, powers of attorney, 3rd party mandates and protection afforded to customers who are victims of financial abuse.
• Maintaining excellent working partnerships with GLS, Compliance and Risk to ensure complex cases receive fair and timely outcomes.
• Undertaking root cause analysis of bereavement and vulnerable customer cases to identify customer struggles, making recommendation for process and procedural change to make the process smooth and pain free for the end user.