Helen Rooney

Bank Wind-Down & Adaptive Teamwork

• Played a key role during the bank’s closure phase, rapidly upskilling across multiple departmental tasks to cover gaps due to staff departures.
• Assisted with the withdrawal of Ulster Bank from the Irish market, supporting account wind-downs, customer queries, data migrations, and system transitions with agility and accuracy.
• Demonstrated strong adaptability in managing evolving processes, new system trainings, and cross-team collaboration until department closure.
• Data Subject Access Requests (DSARs)
• Court Orders Compliance
• Operational Support
• User Acceptance Testing (UAT) & Letters Register
• Business Continuity Planning (BCP)

Insurance Operations & Subject Matter Expertise (SME)

• Sole Insurance SME in the department for over 7 years, providing expert guidance on insurance requests, serious illness claims, transfers and complex insurance queries.
• Led implementation of the new Notice of Sale (NoS) process for mortgage account migrations to PTSB, AIB, and Dilosk, including Standard Operating Procedures (SOPs) creation, staff training, and post-migration monitoring.
• Conducted detailed data reviews during multiple migrations to prevent erroneous policy assignments, ensuring accurate transfer of insurance policies tied to specific mortgage accounts.

Project Lead – Insurance Book Transfer | Ulster Bank / Irish Life

• Led transfer of legacy Irish Life insurance book after Ulster Bank’s market exit.
• Managed policy cancellations, direct debit rerouting, and regulatory-compliant customer communications.
• Resolved high volumes of queries, complaints, and payment discrepancies.
• Collaborated with Irish Life on escalations and data reconciliation.
• Ensured compliance with Central Bank of Ireland requirements and audit documentation.
• Delivered timely, accurate remediation on Repayment Protector & Irish Life accounts and other Central Bank of Ireland-related investigations, consistently meeting tight deadlines with precision.
• Initiated and led Switcher Case Reviews to ensure compliance with mortgage life cover assignment, liaising with branches and brokers to secure coverage in line with loan offer conditions.
• Created and maintained SOPs related to daily reconciliation, monthly premium payments, and insurance sub-account management during policy book closures and transfers.
• Solely managed daily reconciliations and premium payments to insurance providers prior to Repayment Protector and Irish Life book closures.

Key Achievements:

• Acted as sole Insurance SME, delivering expert support on claims, transfers, and complex queries.
• Led NoS implementation for mortgage account migrations, including SOPs and staff training.
• Ensured accurate insurance policy migration through detailed data reviews.
• Managed end-to-end transfer of Irish Life policy book, resolving payment issues and handling high-volume customer queries.
• Delivered compliant customer communications and remediation aligned with Central Bank expectations.
• Led Switcher Case Reviews to secure mortgage life cover compliance.
  Maintained daily reconciliation and premium payments to insurers.
• Developed SOPs to support consistent insurance operations and knowledge sharing.

Insurance SME

• Managed the cancellation of the entire Repayment Protector book and coordinated comprehensive customer communications, staff training, and remediation efforts for insurance-related issues.

New Business Team

• SME in mortgage valuations; ensured timely and accurate valuation reviews and loan offer issuance.
• Managed team inbox and supported queries/escalations from branches, brokers, and stakeholders.
• Issued welcome letters and conducted product code quality checks to reduce complaints and rework.
• Cross-trained in Insurance team duties and trained staff on the FRA process before maternity leave.

Customer Services Team

• Managed FRA process; ensured rates aligned with customer entitlements using policy tools and data tracking.
• Addressed process risks and escalations with minimal customer disruption.
• Created and delivered training materials; collaborated with offshore operations.

Cross-flexed with Insurance Teams during high-volume periods.

• Insurance SME Managed life insurance processes across platforms, including team training and monthly reconciliation of insurance payments. Collaborated with Arrears Support Unit to ensure compliance with Mortgage Arrears Resolution Process. Developed procedural guides and delivered staff training.
• Complaint Handler - Resolved complaints efficiently within regulatory deadlines.
• Funds Management - Processed mortgage funds and payments, meeting daily deadlines.
• Completions Team - Validated files, liaised with stakeholders, and supported audits and training.
• Customer Contact Team - Handled queries and trained new hires.