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Senior Specialist and Team Leader – Customer Services Team

Ref: 76159

  • 60,000-70,000
  • 12 Jan 2022
  • Dublin (South)
  • Permanent

Senior Specialist & Team Leader – Customer Services Team

About the Company

They are a specialist mortgage servicer managing 18,000 mortgage accounts. They have a strong work ethic that is target based and take a best practice approach to all areas of their business ensuring that everything they do meets the expectations of all their stakeholders and especially their customers. They are authorised as a retail credit firm by the Central Bank of Ireland and have a strong compliance culture, with all relevant codes of conduct embedded across the business.

About the Position

The Senior Specialist & Team Leader is responsible for assisting the Customer Services Manager in managing all specialist CPC issues specifically the areas of complaints, MARP Appeals, Issues & Errors and FSPO complaint management. The role also includes the management of a small team of specialists in those areas.

He/she also plays a lead role in managing and driving relevant compliance and regulatory requirements within the Team.

 Key Responsibilities

CPC Specialist Operations 

  •  Assisting the Customer Services Manager in managing the Team’s 
  •  Acting as an expertise and knowledge focal point for Team members in the area of specialist CPC mortgage operations, specifically the areas of complaints, MARP Appeals, Issues & Errors and FSPO complaint management. This also includes internal procedures and FSPO & Central Bank compliance.
  •  Working with the team to ensuring all outputs are issued as per agreed timelines and that all arrangements are established in accordance with system requirements.
  •  Assisting with the management and resolution of complaints 
  •  Working with the team to ensure MARP appeals are actioned on time.
  • Responding to Compliance reports and audits. 
  •  Produce, verify, analyse and interpret relevant MI for presentation to Senior Management for Complaints, Appeals, Errors and FSPO Complaints in accordance with CPC requirements..
  • Assist in ad hoc projects and tasks relating to the Customer Services Team.

Team Performance 

  •  Managing performance to ensure specific operational KPI’s are met by the Team. Develop/improve measurement tools in conjunction with the Customer Services Manager to ensure such targets are being met.
  • Coaching and developing the Team by identifying individual and team development needs. Where required, assist the Trainer to carry 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.
  •  Participating in the delivery of training programmes on a range of topics to new hires and existing team members.
  •  Produce and deliver to team members monthly Performance Cards providing feedback as required. Verification and update of information relating to objectives and quarterly bonus data.
  •  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 specialist CPC outputs on a regular basis.
  •  Participating in the ongoing 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


  • At least 3-5 years as a senior specialist in the areas of complaints management, MARP Appeals, Issues & Errors and full FSPO process management. Experience must also include direct communication with the FSPO.
  •  Experience should be in retail banking or credit servicing firm, preferably in the area of mortgages.
  •  Must possess excellent mortgage product knowledge, as well as excellent knowledge of CPC and CCMA to effectively manage complex and demanding customer issues.
  •  Experience working in a busy target driven environment within the Financial Services Industry.
  •  Must hold either the APA (Loans) or QFA Diploma. Preference will be given to candidates who hold the QFA.
  •  Excellent PC skills (use of database, advanced Excel, Word, Power Point, Outlook).
  •  Experience in team management/supervision within a mortgage or lending environment is desirable.

Remuneration Package

 €60,000.00 - €70,000.00 (DOE)
 Attractive bonus structure and benefits also apply


For more information on this or other Business Support roles call Michelle on 01-5927865 or email me or click the apply button below.

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