Overview
Join to apply for the Senior Advisor Customer Loan Solutions role at Bank of Ireland Group plc.
Location: Belfast, United Kingdom. Employment type: Full time. Closing on: Oct 18 2025.
Be part of a thriving team supporting customers to ensure their financial needs are met. This role is focused on speaking with customers as a day-to-day activity. The successful candidate will learn all aspects of the role to become a subject matter expert, handling inbound calls, callbacks, and escalations from junior team members. The role involves handling complaints, bereavement, vulnerable customers, and other daily challenges.
In This Role, You Will
* Contact customers to understand their financial circumstances and make decisions that support customers while limiting losses to the Bank.
* Manage own caseloads and those of others, ensuring actions align with regulatory framework, policies and procedures.
* Use negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder when required.
* Be a subject matter expert for complex cases including Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write-offs, and Breach of contract.
* Train within the team and broader C&R function; act as a point of escalation within the team.
* Signpost customers to external agencies and debt advice organisations when needed, particularly for vulnerability or financial difficulty.
* Monitor ongoing arrangements to reflect customers’ current financial circumstances and assist with debt management tools where appropriate.
* Act within the conduct framework to ensure fair treatment of customers.
* Identify customer vulnerabilities and handle sensitively.
* Update system records to ensure accurate activity tracking.
* Handle mailbox enquiries from internal and external customers.
* Liaise with third-party suppliers and participate in site visits if required.
* Take ownership of issues observed and follow up to close gaps.
What Will Make You Stand Out
* Role modelling exceptional listening and problem-solving skills.
* High level of problem solving and decision making with the ability to influence and negotiate tailored solutions within predefined mandates.
* Experience in a highly charged and emotionally challenging role is preferred.
* Ability to prioritise competing priorities in a sometimes stressful environment.
* Strong relationship and stakeholder management skills.
Essential Qualifications
There are no minimum educational requirements for this role.
More About The Team
The Northridge collections and recoveries department handles UK customers experiencing financial or repayment difficulties due to changes in circumstances, arrears, or breach of contract. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with fair and sustainable outcomes. We proactively engage with customers to understand their financial situation and tailor strategies to individual needs, using hardship tools and forbearance options as appropriate. We adhere to the Financial Conduct Authority regulatory requirements to balance recovery with sustainable outcomes.
Why Work With Us?
The Bank of Ireland culture prioritises work-life balance with flexible working options, 24 days annual leave, and strong pension contributions. We offer generous family-related leave, fertility and surrogacy policies, and support for working parents. Your wellbeing matters: access to an employee assistance program, WebDoctor, and financial wellbeing coaches. We also encourage and support staff to pursue educational and professional qualifications to grow your career.
Key Competencies
* Customer Focused - Self
* Accountable - Self
* Agile - Self
* One Group, One Team - Self
* Amplify Capability - Self
Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace. Reasonable accommodation is offered at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com. Unsolicited CVs/profiles from recruitment agencies will not be accepted for this role.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Banking
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