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

The Company

Start Mortgages is a specialist mortgage servicer with over 150 staff 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/Restructures Executive is responsible for working closely with mortgage arrears customers in identifying and implementing appropriate solutions on arrears cases.


Key Responsibilities

  • Contacting arrears customers directly to discuss possible long term sustainable resolutions to the mortgage arrears situation.
  • Developing excellent customer relationships and dealing appropriately with challenging arrears situations.
  • Completion of detailed Standard Financial Statements with Borrowers over the phone ensuring a high level of attention to detail is maintained.
  • Challenging borrowers on items of expenditure that are above or below the acceptable levels.
  • Explaining to borrowers the importance of prioritizing the mortgage and urging them to restructure secondary debt.
  • Identifying and understanding customers’ previous payment history and analysing the current income and expenditure profile.
  • Carrying out detailed assessments of the customers’ current financial profile and making suitable recommendations.
  • Effectively managing a log of cases with a view to ensuring that the borrowers are directed towards the most appropriate solution for their circumstances.
  • Reviewing all options with customers as outlined in the Financial Regulator’s Code of Conduct for Mortgage Arrears and bringing these cases for discussion to Senior Management along with own recommendations.
  • Discussing disposal of the security with customers where the mortgage is not sustainable.
  • Dealing efficiently with incoming calls and correspondence.
  • Maintaining excellent relationships with third parties, including MABS and customers’ debt mediators.
  • Maintaining and monitoring ongoing customer contact and follow-up of cases.
  • Actively participate in and contribute to monthly team review meetings.
  • Achieving demanding targets as set on a quarterly basis by the company.
  • Ad hoc duties such as general administration on customer accounts, and administration duties on internal projects.


Knowledge and Experience

  • Minimum 2 years in mortgage resolution/restructures/SFS experience within an ASU environment.  Experience with loans arrears/commercial lending arrears is also acceptable.
    3-4 Years Credit restructuring/resolution role to include borrower contact. Strong negotiator essential.  APA (Loans) not essential for candidate with this background.
  • Experience of working in an environment where several systems and databases are being accessed/used at the same time.
  • APA (Loans) or similar qualification is desirable.


Personal Competencies

  • Strong negotiator with the ability to reach appropriate solutions on challenging arrears cases.
  • Ability to fully assess a borrower’s circumstances including analysis of previous payment patterns and assessment of income and expenditure with a view to establishing their current financial profile.
  • Ability to identify appropriate payment options and make a detailed recommendation as to the suitability of these options with specific reference to the borrower’s financial standing.
  • Target-driven and hard working.
  • Self-starter and highly driven individual with the ability to follow through.
  • Excellent customer relationship and interpersonal skills with ability to deal appropriately with challenging arrears situations.
  • Experience of working in an environment where several systems and databases are being accessed/used at the same time.
  • Excellent written and verbal communication skills.
  • Excellent level of attention to detail
  • Flexible, can-do attitude.

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