Job type: Permanent

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Permanent TSB is one of Ireland’s leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers,colleagues and communities need to be successful. As a Workout Agent, you will look to resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.


  • Meet Team performance targets and Key Performance Indicators (KPI¿s).
  • Effectively manage the accounts you have been allocated on a daily basis.
  • Learn new skillsets with regards to procedures around Provision 28, 29, 45 and 47 of the CCMA
  • .Develop and grow your knowledge with regard to procedures around CPC accounts and the appointment of a Rent Receiver.
  • Negotiate with customers immediately prior to the Bank moving to Legal proceedings.
  • Drive effective levels of customer service.
  • Adhere fully to Bank processes and procedures
  • Comply fully with the industry regulatory procedures directly relating with the Bank. ¿ Effective logging/entry of customer complaints (verbal) to the Complaints system.


  • Ideally have previous experience in debt resolution.
  • Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing understanding to customers who may be faced with financial difficulties
  • Possess a detailed understanding of relevant legislation, i.e. Code of Conduct on Mortgage Arrears, Consumer Protection Code 2012 and the Minimum Competency Code and how these apply to our day to day interaction with customers
  • Recognised qualification /accreditation would be ideal or in the process of completing same i.e. APA/QFA in order to be in a position to discuss with customers product information and give advice in relation to forbearance options when required. Ideally currently working in a controlled function role i.e. APA role ¿ Excellent PC skills (use of database, Word, Excel, Outlook)

This is a permanent position based in Permanent TSB Maynooth

  • Is this you?*

Please apply online on our website or via the apply link of this role.

Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.

Job Type: Permanent

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Deadline: 05-04-2024

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