APA Customer Service Representative

APA Customer Service Representative
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

Consultant Details

Nicola Byrne's Profile Picture
Name: Nicola Byrne
Title: Senior IT Recruitment Consultant
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