Bank Advisory Agent

• Deal with restructuring queries on customers' mortgage account within company policy and the appropriate regulatory requirements.
• Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant.
• Effectively manage the accounts you have been allocated on a daily basis.
• Engage and negotiate with customers on the phone to deliver the optimum solution for both the customer and the bank.
• Give advice to customers in relation to options available to them within CCMA and CPC guidelines where applicable.
• Explain the Alternative Restructure Arrangement process to Borrowers and refer to relevant departments/Branch where required.
• Adhere to the Bank's credit policies and procedures in relation to control, compliance and risk mitigation.
• Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems.
• Maintain and monitor customer contact with call outcomes updated on all relevant systems.
• Actively participate in to weekly team meetings.
• Learn new skillsets with regards to procedures around Provision 28, 29, 45 and 47 of the CCMA.
• Develop and grow your knowledge with regard to procedures around CPC accounts and the appointment of a Rent Receiver.
• Effective logging/entry of customer complaints (verbal) to the Complaints system.

• Ideally have previous experience in debt resolution
• Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing compassion to customers who may be faced with financial difficulties.
• Recognised qualification /accreditation i.e. APA/QFA in order to be in a position to discuss with customers product information and give advice in relation to forbearance options when required.
• Excellent PC skills (use of database, Word, Excel, Outlook)
• Possess a detailed understanding of relevant legislation, i.e. Code of Conduct on Mortgage Arrears, Consumer Protection Code 2012 and the Minimum Competency Code and how these apply to our day-to-day interaction with customers.

• Knowledge of CCMA, CPC and MCC and how these apply to our day to day interaction with customers
• Excellent PC skills (in particular Word and Excel)
• Excellent attention to detail and organisational skills
• Ability to work in a team environment and is flexible
• Financial / Mortgage market awareness.
• Potential To develop Credit Decision making skills

Morgan McKinley