1. Michael Duffy
Address: 12 Maxwell Road, Rathgar, Dublin 6. Telephone: 087 2836458 Email: mdrathgar@gmail.com
Professional Experience
Collection Agent / Recovery Specialist, Arrears Support Unit
Ulster Bank, Dublin Mortgage Centre, Dublin 17 (July 2012 - Present)
• Co-ordination and escalation of cases in seeking recovery of arrears from defaulting mortgage clients.
In charge of a portfolio of 60 cases at any one time.
• Performed financial review and diagnosis of clients’ current financial situation; gather necessary
information and advise clients of the Mortgage Arrears Resolution Process (MARP).
• Assist clients in completing their Standard Financial Statements in order to ensure the Bank’s client
default policies are applied. Inform customers of the information required and guide them through the
process.
• Assist clients in completing social welfare entitlements / emergency welfare in order to support
mortgage repayments. Analysed and assessed 8-10 Housing Supplementary forms daily.
• Co-ordinate and escalate with internal compliance, legal and finance teams at senior levels in the bank
when performing investigations on client enquiries, complaints or litigation.
• Organising and planning of team tasks in order to achieve an efficient service levels and prioritize the
most important cases. Reported daily operational statistics of a team of 12 to management.
• Produced KPI and additional financial reporting to senior management detailing the units defaulters /
resolution status. Corroborating and verifying the unit’s statistics on distressed mortgages and
presented same to weekly Risk Board Meeting.
• Escalation point for online support to deal with defaulting customer queries. Escalated approximately
30 cases on a daily basis.
• Executed quarterly individual case performance reports detailing updated customer financial situation,
reasonableness of recovery and status of existing or proposed remediation plans. Updating, cross
checking and validation of this critical information on bank recovery software.
Business Analyst, Operational Risk Internal Controls Team
Ulster Bank, Georges Quay, Dublin 2 (September 2008 – July 2012)
• Implementation of Bank’s key business risks and controls programme through performing regular risk
reviews and checking the key periodical controls tests have been performed and status of same.
Implemented controls in 8 departments with approximately 150 Full Time Employees.
• Lead initial investigator of documented events that exposed a risk to the business in order to
determine the root cause of the event and provide solutions through identifying corrective and
preventative actions to close the risk.
• Co-ordinated the compilation and testing of business continuity plans for the mortgage department in
accordance with contractual arrangements. Carried out business continuity testing and result
publication for senior management review. Produced updated costings of continuity plan regularly.
• Application of key financial and data security controls across operations (400 employees).
• Performed post-mortem reviews of executed projects to determine if outcomes had been executed per
the project objective. Documentation and escalation of reports where objectives have not been met.
Examined 168 post project checks in time period above.
• First point of contact for the investigation of fraud incidents in the Bank and co-ordination of the legal,
compliance, risk and finance divisions’ response to the incident.
• Recording and maintenance of case updates escalation of Risks and Issues to the business Risk Log and
monitoring of sign off for all cases open greater than 30 days
• Implemented and enhanced the Bank’s standard risk material
• Lead presenter of risk training programmes delivered to operational teams.

2. Marketing Manager - Anthem Productions, Dublin
(2009 – 2014 Temporary Part Time Position during Christmas Season)
• Co-ordinated the creation and publication of promotional material with graphic designers, news media
and public relations.
• Arranger, promotional photo shoots of Anthem Production’s annual pantomime with Ireland’s leading
national and local newspapers and influencing suitable publication dates of same.
• Responsible for maximising advertising sales revenue in annual theatre programme. This involved
contacting and following up on leads from advertising agencies and directly with senior marketing
managers / decision makers at the relevant products suited to the target audience. Targeted to
achieve a sell-out show of 400 seats with 50 shows in total.
• Purchasing manager, merchandise. Charged with maximising and implementing the net sales returns
targets.
Business Analyst (Process Re engineering) Business Redesign Department
Bank of Ireland (May 2007 - August 2008)
• Performed on the floor operational review verifying how processes were completed and if completed
in line with company procedures. Carried out 12 operational reviews.
• Designed detailed business process maps of the processes using mapping software and supporting
documentation.
• Identified waste in the processes by applying the principles of LEAN – A technique developed and used
by the department to add value to processes. Produced financial analysis of costs savings in eliminating
waste.
• Documented business requirements as an input to amended or new IT systems build.
• Implemented various quality and performance measures within operational teams to ensure standards
were measured and weaknesses were identified.
Business Analyst – First Active Business Acquisition, Integration Team
Ulster Bank, Georges Quay, Dublin 2 (Jan 2006 - August 2008)
Key Achievements:
• Lead client service impact response unit anticipating and responding to customer concerns over the
acquisition
• Monitoring and escalation of client retention statistics.
• Reviewing project risks and issues. Maintenance of the project management tracking tool.
• Responsible for communicating key product changes to customers.
Education & Qualifications
Bachelor of Business Studies (BBS) (1999-2004) 2.1 honours – Waterford Institute of Technology
Subjects Studied (4th
year) MIS & eBusiness, Business Strategy, Global Strategic Marketing, International &
Business Marketing, Processes of Organisational Design, Team Building & Negotiation, Thesis.
M.Sc. in Strategic Management (2004-2005) 2.1 honours - Dublin Institute of Technology
Subjects Studied: Strategic Management, E-Business Strategy, Strategic Operations Management, Research
Methods, Management Science, Organisational Design and Development Theory, Corporate Financial Strategy,
Consumption Markets and Culture.
Thesis: The Process of eLearning in a Leaning Organisation.

3. Certificate in Personal Training – ITEC (2013 10 Month Evening Course)
National Certificate in Personal Training level 4 (2014) – Elite Fitness Performance Academy
Interests and Personal Achievements
Awards
• Change Champion, Ulster Bank
• National Kettlebell champion 2013 in my weight category (Kettlebell Swing and Jerk)
• An Gaisce – The President of Ireland Awards – Bronze Medal
• GAA: Member and medal winner, Clonmellon CLG
Hobbies
• Personal Trainer – Fully Qualified Personal Trainer; Fitness Bootcamp (part business owner). Design
and delivery training programmes. Aim is to grow the business to 80 / 100 customers and to personally
deliver four one-hour classes per week.
• Kettlebell instructor, TRX Suspension Instructor, Swimming Coach
• GAA, Football, Politics, current affairs and history are also part of my interests
• Member, W.I.T. Debating Society
Skills Profile
Teamwork – Can work independently or as part of a team. Able to motivate others. Employ tact and build
relationships – developed through work experience.
Problem Solving – Strong analytical and problem solving capacity. Ability to solve practical problems creatively
and at short notice.
Communication – delivered presentations to decision making audiences and field questions under pressure.
Social Skills – Patient, able to inspire trust, good listener and lead by example.
I.T . Skills – Proficient in Microsoft Office products. Professional knowledge of Microsoft Access, Excel and
Microsoft Visio tools.
Referees
A list of referees is available on request