Customer Service Team Leader
Location(s) Clonskeagh, Dublin 4
Employment Type Permanent
Job Listed 31-Aug-2018
Job Description

The Role

The Customer Services Team Leader is responsible for assisting the Customer Services Manager in managing all office and customer services issues 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

  • Assisting the Customer Services Manager in managing the Team’s performance to highly effective levels by driving, motivating and influencing Team members.
  • Acting as an expertise and knowledge focal point for Team members in the area of mortgage operations, (e.g. interest calculations, re-working accounts, rate changes, arrears calculation, TRS, ICB, direct debits etc.); internal procedures and Central Bank compliance.
  • Assisting the Customer Services Manager in the definition of interest rate codes and instructing CLS in relation to rate changes within Jade.
  • Assisting the Customer Services Manage with the loan redemption process within Jade in conjunction with CLS.
  • Assisting the Customer Services Manager in verifying the information provided by the ICB and TRS reporting processes with Jade.
  • Assisting the Customer Services Manager to ensure the CCR Amendments process is managed in accordance with regulation and internal policy.
  • Working with the team to ensuring all Options are issued as per agreed timelines and that all arrangements are established in accordance with Jade and Startracker requirements.  Working with the team to ensure the ATP expiry and ATP review letters issue on time each month.
  • Assisting with the management and resolution of complaints including those escalated to the Financial Services & Pensions Ombudsman (FSPO) and ensuring all deadlines are achieved.
  • Working with the team to ensure MARP appeals are actioned on time.
  • Working with the team to ensure insurance cover is in place where required.
  • Working with the team to ensure requests for information under the Data Protection Act 2018 and GDPR are processed correctly and in a timely manner.
  • Assisting the Customer Services Manager to ensure errors are processed in line with CPC requirements and assisting with the carrying out of root cause analysis on material errors.
  • Assisting the Customer Services Manager to ensure Complaints are investigated and actioned in line with CPC requirements with the carrying out of root cause analysis where required.
  • Working with the team to ensure customer and internal emails are directed to the correct member of staff in a timely manner.
  • Working with the team to ensure Litigation Referrals are processed in accordance to procedure and in a timely manner.
  • Assisting the Customer Services Manager with the LIO and Insurance claims process.
  • Working with the team to ensure:
    • all inbound post is scanned to the system and allocated to the correct department;
    • all outbound meets the business’ quality standards and is dispatched in a timely manner;
    • unallocated payments are reviewed and applied to borrower accounts;
    • cheque payments received on the last day of the month are lodged to the bank;
    • all trace reports required by the business are ordered in a timely manner.
  • Working with the team to ensuring that all Office Services requirements are carried out and that H&S standards are adhered to.
  • Assisting the Customer Services Manager in investigating findings and responding to Compliance reports and audits.
  • Coaching and developing the Team by identifying individual and team development needs.  Carrying out training needs analysis and devising performance improvement and development plans for discussion and agreement with the Customer Services Manager.  Working with each Team member to assist them to improve and change their performance in accordance with these plans. 
  • Managing performance to ensure specific operational KPI’s are met by Start Customer Services.  Develop measurement tools in conjunction with the Customer Services Manager to ensure such targets are being met. 
  • Maintaining up-to-date knowledge of all relevant compliance requirements.
  • Ensuring Team members have up-to-date knowledge of all internal policies and procedures as well as Central Bank compliance requirements.  Overview key areas of activity to ensure that all quality and compliance requirements are met. 
  • Continuously liaising with the Customer Services Manager to provide input to process and policy improvements/changes within the Team.  Ensuring these changes are successfully communicated and implemented within the Team.
  • Assisting with the recruitment of new team members by working closely with the Customer Services Manager and HR Manager in planning the recruitment process as well as taking part in recruitment interviews.
  • Participating in the delivery of training programmes on a range of topics to new hires and existing team members.
  • Conducting activity reviews with Team members to ensure activities are being managed to a high standard and provide appropriate coaching and feedback.  Presenting to senior management on the performance of the team on a regular basis.
  • Participating in the design, implementation and monitoring of control procedures to ensure a strong control environment is maintained.  Providing analysis and reporting of performance to the Customer Services Manager.
  • Assist in ad hoc projects and tasks relating to the Customer Services Team.

 

Knowledge and Experience

  • Proven experience in team coaching and performance management within a mortgage or lending environment.  3 years’ experience at this level is desirable.  Where candidates have Team Lead experience within banking, their experience with mortgage products must be significant.
  • Experience working in a busy target driven environment within the Financial Services Industry.
  • Must have fluent English and excellent understanding of the nuances of the English language.
  • Excellent PC skills (use of database, advanced Excel, Word, Power Point, Outlook).
  • Experience of managing work with outsourced service suppliers is an advantage.
  • Experience of TRS, ICB and Insurance is an advantage.
  • Experience of managing Customer Complaints and MARP Appeals is an advantage.
  • Experience of managing Data Subject Access Requests is an advantage.
  • Experience of Error analysis, account recalculation and remediation is an advantage.
  • APA (Loans) or similar qualification is desirable.

 

 

Personal Competencies

  • Must possess the skills required to deal with demanding mortgage customers, specifically in accordance with the requirements of the Code of Conduct on Mortgage Arrears and Consumer Protection Code.
  • Excellent people management skills.  Personable and approachable with great ability to motivate people to work under pressure and within deadlines.
  • 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.
  • 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.
  • Excellent communication skills, in particular the ability to negotiate effectively.
  • Proven ability to demonstrate initiative and follow through on tasks.

 




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