An insight into the banks' mortgage arrears units

The busiest and noisiest part of the unit is the collections centre. KBC’s 35 call-handlers are based on the first floor of the bank’s head office in Dublin city centre.

A poster lists staff objectives: “Mutual agreement, meeting payments, helping our customers, protect their homes.”

Two television screens list “December tips” including suggestions to ascertain the date when the customer will be paid. December 21st is the most expected date.

“The weather may be bad” and “the post may be slow this month” are two more rather obvious tips.

Click to expand...