Customer Relationship Manager (Field)

The purpose of the Customer Relationship Manager (Field) role is to conduct customer meetings and property inspections as required by the business, supporting the completion of documentation, locating and re-engaging customers, and guiding them through the available options. All responsibilities must be performed in accordance with established policies and procedures, while delivering a high standard of customer service and minimizing risk. Key Responsibilities Customer Service Facilitate face to face meetings with Borrowers as required Provide customers with accurate information, a clear explanation of the process and viable options available to them. Ensure all required service levels are maintained and delivered in line with policy Ability to handle difficult and challenging customer interactions Engage with colleagues and customers with the share goal of driving an optimum solution. A strong understanding of the Pepper suite of solutions is required Reporting Ensure written reports from tasks are clear and concise and recorded accurately and timely on system Ensure documentation is forwarded to relevant department within specified timeline Identify and communicate to the Operations Managers any risks (including risks to the mortgage property)[DO1], or threats and best practice in order to drive continuous improvement Risk Management through Compliance Ensure all tasks are completed in adherence to all controlled policies, procedures, and legislative and regulatory requirements Display good ethics of Compliance procedures Treat customers fairly and appropriately at all times Strong understanding of the Regulatory environment governing this activity Time Management Plan, organise and prepare for tasks including preparing meeting packs and reviewing accounts Engage with Operations teams to obtain/optimise on information required for tasks Manage own time effectively to organise, complete and maximize number of calls within given area Remain up to date with all administration aspects of the role, report sheets, mileage logs and emails Manage diary as an effective management tool Skills Experience Leaving Certificate or equivalent (essential) Accredited Product Adviser (APA) (essential) Qualified Financial Adviser (QFA) (desirable) Full Clean Driving License (essential) A fully comprehensively insured vehicle with a valid NCT certificate (essential) Motivated self-starter and demonstratable ability in deal with challenging cases Minimum 5 years’ experience in Credit Servicing / Banking / Finance roles and/or managing the collection process Field Agent experience (desirable) Competencies Customer Centric Collections Analytical Thinking with ability to assess circumstances and identify the appropriate solutions Accuracy Quality Communication Interpersonal Skills Influencing/Persuasion Negotiation skills Organisational Skills Regulatory Requirements for this Role Fitness Probity Please note that this role is a Fitness and Probity Standards Impacted role and has been classified as a Controlled Function (CF). This has been designated a CF3 and CF4 Role as described below. CF3 Giving of advice to a customer of the regulated financial service provider. CF4 Arranging a financial service for a customer of the regulated financial service provider. You will be required to agree to abide by the Fitness Probity Standards and complete all required due diligence checks. Minimum Competency Code (MCC) Requirements Your role has been classified as an MCC impacted role which means you carry a role that requires a recognised qualification and annual CPD requirement under the Central Bank of Ireland’s Minimum Competency Code. You will be required to complete if not already done so a recognized qualification for your role and abide by the annual CPD hours required to maintain that qualification in order to continue in your role and comply with all the relevant regulatory requirements. IAF: Conduct Standards Please note the Common Conduct Standards apply to this role. They impose a set of conduct obligations on individuals carrying out CFs within Pepper. These standards are prescribed in the Individual Accountability Framework and subject to regulatory reporting for non-compliance. The standards are: Acting with honesty and integrity; Acting with due, skill, care and diligence; Cooperating in good faith and without delay with the Central Bank and other relevant regulatory authorities; Acting in the best interests of customers and treating them fairly and professionally; and Operating in compliance with standards of market conduct and trading venue rules. Pepper is an equal opportunity employer.