Internal Restructuring Agent (IRT Agent)

Role Purpose

The Restructuring agent acts as the primary point of contact for customers seeking support with their banking products. You will manage the full restructuring process from initial communication and understanding client needs through negotiation to implementing tailored payment solutions. This role allows you to make a tangible impact by helping clients stabilize their finances while contributing to the companys overall success.

Main Responsibilities

• Manages inbound and outbound calls to understand client needs and propose appropriate payment solutions and restructuring plans.
• Negotiates and structures arrangements with borrowers balancing client needs and company objectives.
• Collects and records accurate information regarding the customers financial situation to support the development of tailored solutions.
• Coordinates with internal departments to support the implementation of agreed modifications.
• Communicates approved solutions and arranges the signing of related contracts through AB branches.
• Ensures compliance with company policies the Code of Conduct and regulatory standards with attention to reducing customer complaints.

Education Experience and Technical Skills

• Bachelors degree in Economics Banking or a related field is considered an asset.
• At least 2 years of experience in a call center role related to collections with involvement in managing disputed portfolios and restructuring arrangements.
• Proficient written and verbal communication skills in Greek; English language skills are considered an asset.
• Computer literate with advanced knowledge of MS Office applications.

Key Competencies

• Interpersonal and communication skills applicable across various organizational levels
• Negotiation skills aimed at reaching practical and sustainable agreements
• Orientation toward results and completion of tasks
• Active listening skills for effective client engagement
• Ability to manage time and tasks within a dynamic and high-paced environment
• Awareness and responsiveness to internal and external customer needs

Heres what you can look forward to as part of the #CepalTeam:

• Competitive Compensation : We offer an attractive salary annual performance-based bonuses and a monthly meal allowance through our ticket restaurant card

• Health: Private medical insurance is provided for you and your family

• Family Support: Monthly financial allowance for early education (nursery) and coverage of expenses for children with neurodiversity or disabilitiesincluding therapeutic swimming music therapy horse riding and parental support
• Modern Workspaces: Contemporary offices designed to support comfort health and productivity with fully equipped workstations quiet areas on-site restaurant and group fitness sessions

• Lifelong Learning: Cepal supports continuous learning through access to e-learning platforms and structured professional development programs

• Career Progression: We are committed to your growth offering a clear development path supported by feedback mentoring and personalized learning plans

• Make a Difference: Get involved in regular wellbeing ESG and volunteering initiatives that reflect our values and foster a sense of purpose and community

At Cepal we believe that inclusion is more than a value its a way of thinking and acting. As members of the Diversity Charter Greece we are committed to fostering a workplace where every individual feels respected empowered and free to contribute meaningfully

All applications are treated fairly confidentially and based solely on qualifications and merit.

Required Experience:

Unclear Seniority