Customer Experience Champion

12 hours ago

Dublin, Ireland Permanent TSB Full time

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful. As a Branch Customer Experience Champion, 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. Responsibilities: Support in the day to day operation of customer service within the branch. Provide an excellent level of customer service and advise our customers throughout their product /financial needs journey, 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 (where qualified to do so) 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 centred response to leads passed from Open24 to maximise new business opportunities from customer base. Perform duties 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. Requirements: Essential QFA or APA in Loans and/or Saving & Investments,with up-to-date CPD hours for the relevant CPD years. If no APA held, or only one APA in Loans or S&I held, the candidate must commit to qualifying within a 2 year period to achieve APA in both Loans and S&I. If no APA held, 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. 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 Desired Excellent knowledge of all retail finance product, processes and procedures Significant experience in financial services This is a 12 month Fixed Term Contract position based in Killarney. Is this you? Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview. The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.

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