Your Role:
The objective of this role is to remediate customers impacted by Customer Impacting Errors (CIE's). You will work collaboratively as part of the Remediation team to support the timely and accurate resolution for customers impacted by errors. You will need to be well organised and efficient and enjoy maintaining accurate records as well as being adaptable, resilient and eager to take on new tasks and responsibilities. Specific duties will be dependent on the customer error being remediated.
Your Team:
The Bank has recently created a centre of excellence for CIE Resolution within Group Operations. This Remediation team supports the issuing of remediation to impacted customers' accounts along with developing and issuing the required communications. Reporting to the Remediation Manager you will work as part of a dynamic team ensuring the appropriate customer supports are in place for each CIE. The Team are involved from the early planning stages of the Customer Impacting Error (CIE) to the execution of the Remediation to customers.
Your Responsibilities:
- Review, accurately update and amend account records when required as part of remediation
- Carry out a variety of administrative duties efficiently and to a high standard
- Deliver against meticulous SLAs (across all remediation activities)
- Ensure full compliance with all policies and procedures relevant to the remediation team
- Achieves satisfactory levels of QA across all tasks
- Deal with written correspondence from customers and/or authorised third parties
- Support the production of remediation correspondence on impacted accounts
- Comply fully with all regulatory and compliance standards
- Outbound call activity to support Chase and Trace and customer remediation
Essential:
- Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 at Ordinary Level in five Leaving Certificate subjects (including English and Maths)
- Excellent PC skills (in particular Word and Excel)
- Keen attention to detail with good organisational skills
- Strong communication and interpersonal skills with an ability to encourage collaboration with colleagues to deliver a seamless service
- Ability to demonstrate initiative and follow through on tasks
- Good time management skills with the ability to work to tight Service Level Agreements
Desired:
- Experience in financial services in either an operations or customer facing role would be an advantage
- Knowledge of products, systems and services
