Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls is achieved through the day to day activities associated with this role.
Receiving and taking ownership of inbound calls / call transfers from customers, representatives and internal departments in relation to notification of a death, vulnerability, financial abuse or POA/3rd Party Mandates while practicing emotional intelligence and sensitivity.
Handling a case load from notification, engaging with the business to identify accounts, regularly communicating with the customer/representative and making decisions in relation to account activity (closure, funds transfer, reasonable adjustments etc).
Be a subject matter authority in relation to legislation and requirements linked to probate, inheritance tax requirements, powers of attorney, 3rd party mandates and protection afforded to customers who are victims of financial abuse.
Maintaining excellent working partnerships with GLS, Compliance and Risk to ensure complex cases receive fair and timely outcomes.
Undertaking root cause analysis of bereavement and vulnerable customer cases to identify customer struggles, making recommendations for process and procedural change to make the process smooth and pain-free for the end user.
The UK Vulnerable Customer Unit sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK.
In addition to the Vulnerable Customer Unit, the UK Customer Relations Team is made up of several different functions that include the processing of UK customer complaints, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests. Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA best practice linked to deceased and vulnerable customers.
You will have demonstrable experience within a multi-product Financial Services Industry in a customer facing role, either face to face or virtual, ideally helping customers through highly charged or emotionally challenging times. Due to the nature of this position, excellent attention to detail and focus on delivering quality outcomes for customers through exceptional listening skills and problem solving is crucial.
1. Customer Focused - Self
2. Accountable - Self
3. Agile - Self
4. One Group, one team - Self
5. Amplify Capability - Self
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
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