SFS Advisory Agent

Job Title: :

SFS Advisory Agent

Vacancy ID :

099168

Vacancy Type :

Permanent

Post Date :

15-Dec-2025

Close Date :

03-Mar-2026

PTSB 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 an SFS Advisory Agent within the Arrears Support Unit, you will be responsible for completing Standard Financial Statements with customers and explaining their subsequent restructure offer, you will look to resolve the arrears issues with borrowers prior to the accounts moving in towards the Legal Department within the Bank. This role will suit you if you are interested in developing your Credit Decision making skills. You will be responsible for the management of accounts within different cohorts allocated to you by the Assistant Manager.

Responsibilities:

• Meet the team daily targets as set out by management in order to ensure that the department is working within the agreed Service Level Agreements (SLA). 
• Deal with restructuring queries on customers¿ mortgage account within company policy and the appropriate regulatory requirements. 
• Deal efficiently with incoming calls from customers, branches and authorised 3rd parties where relevant. 
• Effectively manage the accounts you have been allocated on a daily basis.
• Engage and negotiate with customers on the phone to deliver the optimum solution for both the customer and the bank. 
• Give advice to customers in relation to options available to them within CCMA and CPC guidelines where applicable. 
• Explain the Alternative Restructure Arrangement process to Borrowers and refer to relevant departments/Branch where required. 
• Adhere to the Bank¿s credit policies and procedures in relation to control, compliance and risk mitigation. 
• Efficient and effective handing of inbound and outbound telephony activity. Review and update customer information on relevant systems. 
• Maintain and monitor customer contact with call outcomes updated on all relevant systems. 
• Actively participate in to weekly team meetings. 
• 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. 
• Effective logging/entry of customer complaints (verbal) to the Complaints system. 
• Work in a professional and timely manner in a busy and challenging Unit.

Requirements:

• Recognised qualification /accreditation 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 have previous experience in debt resolution 
• Effective call handling skills to ensure that customers are dealt with in a professional manner whilst also showing compassion to customers who may be faced with financial difficulties. 
• Excellent PC skills (use of database, Word, Excel, Outlook) 
• 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.

This is a Permanent position based in PTSB's Head Office Stephens Green (can also operate out of the Dundalk Hub or Maynooth Hub) (Hybrid options available within the Republic Of Ireland Only).

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.