Specialist Solutions Team (SST) Administrator

About Pepper Advantage Ireland: 

Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €30bn 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 South East Asia, we employ over 3,500 people and have over €40bn in assets under management.

About this role: The purpose of the Special Solutions Team Administrator is to manage the letters and ARA completions processes to ensure the relevant letter or ARA is applied on customer accounts in line with ARA decisions made at relevant Credit Committee. Ensuring that this is achieved in context of controlled policies, procedures and legislative requirements while providing exceptional customer service and minimising risk.

Location: Shannon

Permanent/Full time

Key Responsibilities

• Provide a high – quality administration function.
• Draft & issue ARA related letters to borrowers within required SLA.
• Manage the closing stages of applying ARA completions to a customer account.
• Contact borrowers to review outstanding payments/shortfalls if required.
• Assist in resolving any issues that may arise during the completions process.
• Ensure all required service levels are maintained and delivered in line with policy.
• Conduct all tasks in a manner compliant with all policies, procedures, reference guides and legislative requirements.
• Conduct all tasks in accordance with the values of the organisation in all dealings with both internal and external stakeholders.
• Ensure all accounts are reviewed and managed in line with company procedures.
• Ensure all accounts are escalated as appropriate without unnecessary delay.
• When dealing with customers, ensure to act honestly, fairly, and professionally and in the best interests of the customer.

Skills & Experience:

• Leaving Certificate or equivalent
• Accredited Product Adviser (Loans) / Qualified Financial Adviser (essential)
• Experience/Knowledge of Personal Insolvency/Bankruptcy Regulations
• Knowledge of relevant mortgage lending legislation and industry requirements which may impact across the industry.
• Clear and full understanding of the regulatory and legal environment appropriate to the role including Consumer Protection Code and the Code of Conduct on
• Mortgage Arrears.
• Strong customer service skills, evidenced application of Treating the Customer Fairly
• Proven experience in debt restructuring and demonstrated understanding of financial products.
• Experience in a Collections environment.
• Excellent time management & organisational skills.
• Experience in MS products (Microsoft word & excel is desirable)

Competencies:

• Collections
• Legal & Compliance
• IT Knowledge
• Accuracy & Quality
• Influencing/Persuasion and Negotiation skills
• Team Working
• Communication skills – Interpersonal and Written
• Judgment and decision-making
• Problem Solving
• Teamwork
• Customer Service
• Strong administrative & letter writing skills.

Regulatory Requirements for this RoleFitness & Probity

Please note that this role is a Controlled Function (CF) role under the Central Bank of Ireland’s Fitness & Probity Standards and has been classified as a CF3 and CF4 role.

• CF3 is giving advice to a customer of the regulated financial service provider.
• CF4 is 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 a Fitness & Probity Questionnaire. Due diligence checks will also be completed on your qualifications and Continuous Professional Development (CPD).

Conduct Standards

Please note the Common Conduct Standards under the Individual Accountability Framework apply to this role. They impose a single set of readily understood basic obligations on individuals carrying out CFs within Pepper. These standards are in line with what would be considered as good practice by individuals carrying out such functions.

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.