Senior Advisor Customer Loan Solutions

Location: Belfast, United Kingdom | Hybrid

Job Type: Full-time, Permanent | Closing date: Oct 18 2025

What is the opportunity?

Be part of a thriving team supporting customers to ensure their financial needs are met. This role is aimed at someone who loves speaking to customers and is fulfilled by that being their day to day. We are looking for someone willing to learn all aspects of the role to be a subject matter authority to take inbound calls, make call backs or take escalations from newer team members. You'll be comfortable with complaints, bereavement, vulnerable customers and anything else the day may throw at you.

In This Role, You Will

• Contact customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
• Manage own caseloads and those of others ensuring actions are in line with the required regulatory framework, policies and procedures.
• Use negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
• Be a subject matter expert for complex cases including Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
• Be responsible for training within the team and wider C&R function.
• Act as a point of escalation within the team.
• Signpost customers to agencies that can provide further support when customers are in financial difficulty or require help to make decisions regarding their mortgage or financial affairs.
• Monitor ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
• Act within the conduct framework ensuring that all customers are treated fairlyli>
• Identify customer vulnerabilities and ensure these are dealt with sensitively.
• Update system records to ensure all activity is recorded accurately.
• Handle mailbox enquiries from internal and external customers.
• Liaise with 3rd party suppliers and parties including site visits if required.
• Takes ownership of issues observed and follow up to close gaps.

What will make you stand out?

• Role modelling exceptional listening skills and problem solving mindset.
• High level of problem solving and decision making with the ability to influence and negotiate tailored solutions within pre-defined mandates.
• Experience of working in a highly charged and emotionally challenging role preferred.
• Ability to prioritise between opposing priorities in a sometimes stressful environment.
• Strong relationship and stakeholder management skills.

Essential Qualifications

There are no minimum educational requirements for this role.

Key Competencies

• Customer Focused - Self
• Accountable - Self
• Agile - Self
• One Group, one team - Self
• Amplify Capability - Self

Benefits

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 leave, an innovative fertility and surrogacy policy and working parent supports. Your wellbeing is important to us; we have an employee assistance program,Doctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact us.

Apply now