Interview Day Thursday, 2nd of July.
Potential start dates 20th or 27th July, venue to be confirmed in Blackrock
Your Role:
As a Customer Experience Advisor, you will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day-to-day operations in a compliant manner. Our client is looking for ambitious and self-motivated individuals who are enthusiastic, goal-oriented, and have a passion for providing a 'best in class' customer service team that is shaped by and responds to customers. The successful candidate will be operating in a fast moving enviroment which requires high levels of energy and motivation in their growing team in their Customer Contact Centre.
Your Team:
Our client's focus is to deliver an exceptional customer experience by blending the most up-to-date technology with their highly skilled and trained people, through inbound, outbound phone calls, and other digital capabilities.
Your Responsibilities:
- Work effectively as part of a high-performing team, delivering excellent customer service and on one's own initiative.
- Ensure accuracy by being quality-focused and adopting a right-first-time approach at all times.
- Support and deliver for customers in their inbound, outbound, and digital channels.
- Interact and build exceptional customer relationships, providing market-leading service that meets the agreed service level agreements.
- Take ownership and deal with customer queries in an effective, professional, and compliant manner.
- Understanding of customers' needs, customer segments, and digital capabilities in order to develop meaningful customer relationships through positive customer engagement interactions that promote a strong Transactional Net Promoter Score for the client.
- Perform duties in accordance with policies and procedures, whilst living the client's values, and maintain high-quality standards.
- Maintain knowledge of the regulatory codes and legislation impacting day-to-day work.
- Commit to continuous professional development and agree on an annual performance and professional development plan with the manager.
- Continuously review skills, and be flexible and open to feedback.
- Commitment to complete professional qualifications within 3 years to enable you to progress your career within the bank- Qualified Financial Advisor - recognised qualifications to permit the discussion of product information and provide advice to customers.
- Be 'risk aware' and contribute to the maintenance of a robust risk framework in Digital and Direct by ensuring your customer interactions are conducted in accordance with legislative, regulatory, and the bank's policies, and offer solutions to customers that are appropriate to their needs
- Act as a visible role model, striving for a culture that promotes ethics, employee engagement, and fun, is adaptable and can problem solve, with strong teamwork, collaboration, trust, and respect ethos - ensuring the team is passionate about being part of the high-energy team.
Requirements:
Essential
- To work with their customers regarding their transactional requirements, no APA is required. The candidate must meet the minimum entry requirements of holding an Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 at Ordinary or Higher Level in five Leaving Certificate subjects (including English and Maths), and/or 5+ years post Leaving Certificate experience. If no APA is held, the candidate must also commit to qualifying within a 2-year period to achieve APA in both Loans and S&I.
- Strong English language skills, verbal and written, are essential.
Desired
- Strong interpersonal and communication skills with a commitment to providing an outstanding customer experience.
- Have a significant level of proven sales, customer service, or clerical experience in a regulatory-compliant environment.
- Committed to and enjoys working in a fast-paced, customer-focused environment.
- Proactive, forward-looking, and driven philosophy.
