The Company:
Our client is one of Ireland's leading retail and SME banks. Their focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.
Your Role:
As a Senior Branch Customer Service Advisor, you will work collaboratively with your team and Branch Lead to support the efficient delivery of business objectives and the day to day branch operations in a compliant manner. You will actively develop your skills through participation in our Collaborative Customer Conversations program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Banks Customer Segmentation Strategy and take part in 'in branch' and localised promotional activities within the territory to identify new business opportunities to increase new customer acquisition whilst maintaining positive relationships with existing customers.
Your Team:
You will be a member of a team that is the 'Face' of PTSB. Your team is a dynamic one and works in a fast paced environment to drive and deliver the Bank's ambition to become Ireland's best personal and business bank
Your Responsibilities:
- Ensure Branch plans are coordinated and Branch activities are actioned.
- Coach Branch Colleagues to ensure the key learnings of Blackbelt program are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs.
- Ensure the team fully understands their impact on compliance, and embed the term 'right first' time, recognising good compliant performance. Lead by example.
- Support in the day to day operation of customer service within the branch.
- Provide an excellent level of customer service, further improving the customer experience with both over the phone and face to face interactions.
- Take ownership and deal with customer queries in an effective, professional and compliant manner.
- Generate and execute sales from lead to fulfilment in accordance with the Omni-Channel ethos and activity management system.
- Assist with sales campaigns including post sales fulfilment, administration and follow up tasks.
- Adopt a prompt and customer focused response to leads passed from Open24 to maximise new business opportunities from the customer base.
- Perform duties in a compliant manner in accordance with policies, procedures, whilst living PTSB's values and Standards.
- Assist the Branch Lead and wider territory team with key customer relationships.
- Assist with retaining existing business and actively contribute to growing new business across all customer segmentation profiles in line with agreed branch requirements.
- Perform cash administration duties, promoting, balancing and efficient daily maintenance of ATM/SSBM policies and procedures relevant for your branch location and model.
- Perform the various roles in the branch on a rotation schedule on an ongoing basis.
- Maintain knowledge of the regulatory codes and legislation impacting on day to day work.
- Commit to continuous professional development and agree an annual performance and professional development plan with the manager.
- Continuously review skills, and be flexible and open to feedback.
Requirements:
Essential
- Qualified Financial advisor - recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA, or APA in both Loans and Savings & Investments
- Actively engaged in Continuous Professional Development & CPD Hours up to date
- Significant experience in financial services
- Excellent knowledge of all retail finance product, processes and procedures
- Strong interpersonal and communication skills with a commitment to providing an outstanding customer experience
- Have significant level of proven sales, customer service or clerical experience in a regulatory compliant environment
- Committed to and enjoys working in a sales environment
