We're Hiring

Collections / Customer Service Agent

Date Published: July 2024

Location: Bloom House, Gloucester Square, Dublin 1

The Role: Collections / Customer Service Agent

Job Function Keywords: Building and maintaining customer relationships within the arrears support function

Employment Type: Full Time, Permanent & Pensionable

Company Industry: Financial Services – Asset & Commercial Real Estate Finance

Company Description: First Citizen Finance (“First Citizen”) is a leading provider of Retail Financial Services in Ireland, based in Dublin with nationwide coverage. First Citizen specialises in full life cycle loan origination and servicing to some of Ireland’s and Europe’s largest financial institutions.

Job Description: As a Collections / Customer Service Agent, the ideal candidate will be required to build and maintain customer relationships within the arrears support function. The individual will be responsible for handling a high volume of outgoing collections calls focused on AML, quality and compliance and will work to agreed revenue targets and SLA's. Policies and procedures to be strictly adhered to and best practice implemented at all times. The role will require extensive phone, PC work, data entry and participation in projects. This role will provide access and exposure to all departments and levels of the organisation. The ideal candidate must have an ability to step into, quickly understand and take ownership of assigned tasks and have a keen eye for process improvement.

Responsibilities: These include –

Handling high-volume inbound and outbound calls to customers
Negotiating repayment of arrears on Loan Agreements
Managing a portfolio of customers and building relationships
Assessing customer’s current financial circumstances and providing a workable solution for all parties, i.e. organising realistic payment plans in line with company policies and regulations
Adhering to team and individual cash collection targets and daily / weekly KPI's
Reporting and escalating high risk cases to management.
Handling general Customer Service queries – by phone and electronically

Job Skills & Requirements: The ideal candidate will possess the following skills and knowledge –

Previous collections experience in a financial services or banking environment desirable
Hold Accredited Product Advisor (APA) status in Loans or be prepared to acquire this qualification
Ability to meet KPI's and weekly cash collection targets
Excellent communication and interpersonal skills
Proficient in the use of MS Word and Excel (experience with financial / banking systems a distinct advantage)
Accurate, high speed data entry skills
Ability to work independently as well as part of a team
Strong organisational skills and multi-tasking abilities

A competitive remuneration and benefits package will be offered to the successful candidate. Please contact the Human Resource Manager, First Citizen Finance, Gloucester Square, Dublin 1.

Email: hr@firstcitizen.ie

Any applicant applying for this position must familiarise themselves with our data protection policies prior to submitting any personal data to us. Full information on our data protection policies and how we use your data can be found in our privacy policy located at www.firstcitizen.ie/privacy-policy.php

Download job description in PDF format HERE.

Apply now directly via LinkedIn HERE.

IT Manager

Date Published: May 2024

Location: Bloom House, Gloucester Square, Dublin 1

The Role: IT Manager, reporting to the Head of IT

Employment Type: Full Time & Permanent

Company Industry: Financial Services – Asset Finance

Company Description: First Citizen Finance is an independent finance company operating in the Auto, Agri, CRE and SME asset finance sectors within the Republic of Ireland. The company, which is headquartered in Dublin 1 and employs c. 90 staff, continues to grow and expand into new market segments. The business has recently completed the fourth public securitisation of its Auto loan portfolio.

Job Description: Reporting to, and working closely with the Head of IT, the successful candidate will support the management of the day-to-day activities of the IT Department. Strategic planning, fostering innovation, project management, and organising and negotiating the allocation of resources will form part of the job description. The successful candidate will also serve as an escalation for management, staff and the IT team.

Helpdesk & Operations: Day-to-day Helpdesk & Operations Management:

Ticket assignment and prioritisation
Management and expansion of best practice services including change and problem management, asset control, and hardware lifecycle policies
Ticket monitoring, implementation of SLA’s, reporting on volumes / metrics / trends
IT hardware management / asset control – monitor stock, approve requests
Procedure documentation
Team development – mentoring and training

Additional Duties: These will include:

Responsibility for the support and development of a rapidly evolving IT system
Ensuring critical system availability
Responsibility for a team of developers and Sys Admins
Project management
Vendor and licensing management
Responsibility for the identification, development and implementation of new technologies and systems
Maintenance and testing of both DR and BCP plans
IT budget management
Internal and external audit management

Experience Required: The following experience is required:

Degree in Information Technology / related field or proven management experience
Industry certifications are beneficial (e.g. ITIL, CISM, CompTIA, Microsoft)
Excellent communication and people management skills
Ability to motivate others
Problem-solving skills and thinking laterally as part of a team, or individually
Highly organised and able to multitask and handle pressure and work on own initiative
Customer-focussed (internal and external)
Experience in the Finance Industry beneficial

Technical Skills: The following technical skills are required:

This is a hand-on role that requires a high level of technical knowledge
Proficiency in the Microsoft product line, particularly Office 365, Windows Server and Desktop OS, Azure and Active Directory
Experience in Citrix Xen App, Workspace, DaaS
Strong knowledge of VMWare, VCenter, and VM Management
Familiarity with cybersecurity best practice
Experience in back-up management is beneficial