Primary Servicing Agent

About Pepper Ireland:

Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €20bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon. We’re here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties.

As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe and Southeast Asia, we employ over 3,500 people and have over €50bn in assets under management.

About this Role:

The purpose of the Primary Servicing Agent CRE is to provide primary servicing facilities in line with client Service Level Agreements (SLA’s). They will action all requests by the CRE Relationship Management team within agreed turnaround times including providing operational support to the CRE Team for the implementation of approved restructures and producing Management Information for the CRE team and clients as requested. The Primary Servicing Agent will conduct all tasks in line with all controlled policies, procedures and legislative requirements while providing exceptional customer service and minimising risk.

Location: Shannon

Contract type: Fixed Term Contract - 23 months

Key Responsibilities

Operational Portfolio Management

Implement all daily account actions/instructions as requested by the CRE Relationship Management Team accurately and within agreed timeframes as per internal SLA’s.

Provide operational support to the CRE Relationship Management Team for the implementation of approved restructures, ensuring the system is accurately up-dated and all tasks/follow-ups are completed

Analysis and Reporting

Complete all ad-hoc, daily/ weekly/monthly reporting requests accurately and within the requested timeframe

Credit management

Ensure all accounts are actioned in line with SLA and monitor account performance and contact borrowers as required following up scheduled repayments etc.

Ensure all correspondence is issued and recorded without error and within set time frame

Customer Service

Provide an efficient service to both internal Clients and Borrowers ensuring that quality standards and customer service levels are maintained at an appropriately high level while achieving targets in terms of efficiency and volume

Relationship Management

Maintain positive working relationships with CRE team, Clients, borrowers and or/their representatives to maximise portfolio performance

Compliance through Risk Management

Conduct all tasks in a manner compliant with all policies, procedures and legislative requirements

Skills & Experience

Successful completion of Leaving Certificate or equivalent

Operations Experience in a Financial Services Environment

Third level business degree or similar qualification (desirable)

APA or Qualified Financial Advisor (desirable)

Knowledge of relevant lending legislation and industry requirements (desirable)

Key Performance Indicators

Accuracy of system inputs and follow ups in line with instructions from CRE Team

Measured by relevance, accuracy and timeliness of reports

Feedback from Team Leader and CRE team

Achievement of portfolio targets

Deviations from approved arrangements escalated in timely manner in line with policy

Call quality and account audits

Customer/ Client feedback

Documentation of customer meetings is maintained and customer records are up-to-date

Internal SLA’s

Account audits

All compliance exams completed within appropriate period

Competencies

Collections

Legal & Compliance

IT Knowledge

Risk

Accuracy & Quality

Analytical Thinking

Communication skills

Customer Service and Commercial Awareness

Influencing/Persuasion and Negotiation skills

Organisational Skills

Presentation Skills

Team Working