Case Official – Credit Collections & Support

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Oversee client accounts through various communication channels, including phone, email, and letters.

• Interact with clients to comprehend their situations and agree on suitable repayment options.

• Resolve assigned cases by following standard procedures, ensuring outcomes are timely and precise.

• Maintain a professional, empathetic, and customer-centric approach during all interactions.

• Adhere to established treatment strategies, policies, and processes to achieve consistent results.

• Achieve individual productivity, quality, and compliance goals.

• Keep accurate and comprehensive case notes, records, and documentation.

• Appropriately escalate complex, sensitive, or vulnerable cases to Senior Case Officials or Team Leaders.

• Comply with the Debt Management Policy, Client Vulnerability Policy, Data Protection Policy, and standards, as well as our IVC Code of Responsibility.

• Recognize and report potential vulnerability indicators and follow established support protocols.

• Engage in quality assurance activities and respond constructively to feedback and coaching.

• Maintain auditable records and adhere to necessary controls and procedures.

• Participate in training, coaching, and team development initiatives.

• Foster a positive team culture that emphasizes accountability, learning, and continuous improvement.

• Provide feedback and suggestions to enhance client experience and operational efficiency.

⛳️ Requirements

• Proven experience in customer service, contact-center, collections, or client-facing roles.

• Confident communicator capable of managing sensitive or challenging discussions with composure and professionalism.

• Excellent attention to detail with the ability to follow processes and maintain accurate records.

• Basic numeracy and literacy skills, along with proficiency in using systems and technology.

• Openness to learning, development, and receiving feedback.

• Previous experience in collections (Desirable).

• Experience in a regulated or client-sensitive environment (e.g., healthcare, financial services, utilities) (Desirable).

• Understanding of vulnerability or affordability issues (training will be provided) (Desirable).

🏝️ Benefits

• Work-life balance

• 26 days of annual leave

• Cycle to Work scheme

• Initiatives focused on employee wellbeing

• Pension

• Discretionary Bonus

• Discounted staff pet care

• Free Parking available at Head Office