Customer Experience Champion

PTSB; Munster; In loco; EUR 28.000 - 34.000; Tempo pieno

Descrizione del lavoro

PTSB in Ireland is seeking a Branch Customer Experience Champion to support daily branch operations and deliver outstanding customer service. You will advise customers on financial products, handle queries, and promote our omni-channel approach to increase customer satisfaction.

The role includes driving sales from qualified leads, participating in promotional activities, and working closely with the Branch Lead to strengthen customer relationships in Ardkeen, Waterford.

Competenze

• Proven ability to deliver outstanding customer experiences.
• Experience in sales within a regulated environment is required.
• Strong interpersonal and communication skills to support customers.

Mansioni

• Support day-to-day branch operations and customer service.
• Advise customers on products throughout their financial journey, via in-branch and phone interactions.
• Handle customer queries professionally and compliantly.
• Generate sales from qualified leads and support campaigns.
• Assist with post-sale activities and follow-up tasks.
• Respond promptly to leads from Open24 to maximise new business opportunities.
• Follow bank policies, procedures and uphold values and standards.
• Assist Branch Lead with key customer relationships and growth targets.

Conoscenze

Customer service

Sales

Interpersonal communication

Communication

Formazione

QFA or APA in Loans and/or Savings & Investments

Leaving Certificate or equivalent

Descrizione del lavoro

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 centered 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.

Requirements

Essential

• QFA or APA in Loans and/or Savings & Investments, with up-to-date CPD hours for the relevant CPD years. Strong interpersonal and communication skills with a commitment to providing an outstanding customer experience. 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 (Where MCC)
• 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.

This is a 24 month fixed term position based in Ardkeen, Waterford, the Republic of Ireland.

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.