Mortgage Resolutions Team Leader
Location(s) Clonskeagh, Dublin 4
Employment Type Permanent
Job Listed 16-Aug-2018
Job Description

The Company

Start Mortgages is a specialist mortgage servicer managing over 6,700 mortgage accounts. Start has a staff of 80 and employs best in class customer and real estate management techniques while working with customers in mortgage arrears. Start is authorised as a retail credit firm by the Central Bank of Ireland and has a strong compliance culture, with all relevant codes of conduct embedded in the business.  The Company was acquired by the Lone Star private equity group in December 2014.  Lone Star Funds is a global player that invests in real estate, equity, credit and other financial assets.  Since its establishment Lone Star Funds have organized seventeen private equity funds with aggregate capital commitments of over US$70 billion.

 

 

The Role

The Mortgage Resolution Team Leader is responsible for assisting the ASU Manager in managing the residential and commercial arrears portfolio to a high level of performance, specifically by driving and managing the Team’s performance.

He/she plays a lead role in managing and driving compliance and regulatory requirements within the Team.

 

Key Responsibilities

§  Assist the ASU Manager in managing the Team’s performance to highly effective levels by driving, motivating and influencing Team members.

§  Coach and develop the Arrears Support Unit by identifying individual and team development needs.  Carry out training needs analysis and devise performance improvement and development plans for discussion and agreement with the ASU Manager.  Work with each Team member to assist them to improve and change their performance in accordance with these plans. 

§  Act as an expertise and knowledge focal point for Team members in the area of mortgage arrears, internal procedures and Central Bank compliance.

§  Devise own strategies to improve and change performance in the Team.

§  Manage performance to ensure specific arrears targets are met by the Team.  Develop measurement tools in conjunction with the ASU Manager to ensure such targets are being met.  Produce, analyse and present reports on Team performance.

§  Maintain up-to-date knowledge of all relevant compliance requirements.

§  Ensure Team members have up-to-date knowledge of all internal policies and procedures as well as Central Bank compliance requirements.  Carry out internal audits to ensure that all quality and compliance requirements are met.  Devise audit plans, evaluate the findings and report/present back to the ASU Manager.

§  Continuously liaise with the ASU Manager to provide input to process and policy improvements/changes within the Team.  Ensure these changes are successfully communicated and implemented within the Team.

§  Assist with the recruitment of new team members by working closely with the ASU Manager and HR Manager in planning the recruitment process as well as taking part in recruitment interviews.

§  Design, deliver and evaluate training programmes on a range of topics to new hires and existing team members.

§  Conduct case reviews with Team members to ensure cases are being managed to a high standard and provide appropriate coaching and feedback.  Present to senior management on the performance of the team on a regular basis.

§  Devise, implement and monitor existing control procedures with the outsourced Arrears Support Unit Team to ensure a strong control environment is maintained.  Provide analysis and reporting of performance to the ASU Manager.

§  Handle all Arrears Support Unit queries from team members and act as an escalation point for customer queries.

§  Contact and meet with arrears customers, as appropriate, to negotiate arrangements to recover the arrears.

§  Assist the Arrears Support Unit Manager in all projects relating to HML ASU.  This will include attending meetings with external parties both in Derry and Dublin.

§  Assist in ad hoc projects and tasks relating to the Arrears Support Unit.

  • Update ASU Procedures/Policy Manual.

 

 

Knowledge and Experience

  • Proven experience in team coaching and performance management within a mortgage or lending environment.  At least 3 year’s experience at this level is essential.  Where candidates have Team Lead experience within banking, their experience with mortgage products must be significant.
  • Experience of restructuring mortgage accounts an advantage.
  • Must have fluent English and excellent understanding of the nuances of the English language.
  • Excellent PC skills (use of database, Excel, Word, Power Point, Outlook).

§  APA (Loans) or similar qualification is desirable.

 

Personal Competencies

  • Must possess the skills required to deal with demanding mortgage collections and arrears negotiations with customers, specifically in accordance with the requirements of the Code of Conduct on Mortgage Arrears.
  • Proven ability to meet performance targets within a demanding and challenging environment.
  • Excellent organisation and time management skills.  Proven ability to be accurate with high level of attention to detail.
  • Must be highly driven with proven ability to work autonomously.  Sound judgment is also required as well as the ability to handle and escalate situations.

§  Personable and approachable with great ability to motivate people to work under pressure and within deadlines.

  • Proven ability to implement and manage processes.
  • Pro-active and problem-solving approach to work.
  • Excellent interpersonal skills, particularly in relation to dealing with third parties.
  • Good communication skills, in particular the ability to negotiate effectively.
  • Ability to demonstrate initiative and follow through on tasks.



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