Customer Experience Champion - Bray Wicklow

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 centered on ensuring we deliver what our customers, colleagues, and communities need to be successful.

Role: Branch Customer Experience Champion

You will work collaboratively with your team and Branch Lead to support the efficient delivery of business objectives and day-to-day branch operations in a compliant manner. You will develop your skills through participation in our Collaborative Customer Conversations program and ensure customer needs are met through the promotion of our Omni-Channel approach. Familiarity with the Bank's Customer Segmentation Strategy and participation in in-branch and localized promotional activities will help identify new business opportunities to increase customer acquisition and maintain positive relationships with existing customers.

Responsibilities:

1. Support the day-to-day operation of customer service within the branch.
2. Provide excellent customer service and advise customers throughout their product/financial needs journey, enhancing their experience both face-to-face and over the phone.
3. Take ownership of and effectively handle customer queries in a professional and compliant manner.
4. Generate and execute sales from qualified leads to fulfillment, aligning with the Omni-Channel ethos and activity management system.
5. Assist with sales campaigns, including post-sales fulfillment, administration, and follow-up tasks.
6. Respond promptly and customer-centrically to leads from Open24 to maximize new business opportunities.
7. Perform cash administration duties, including promoting, balancing, and maintaining ATM/SSBM policies and procedures relevant to your branch.

Requirements:

1. QFA or APA in Loans and/or Savings & Investments, with up-to-date CPD hours for the relevant CPD years. If no APA is held, or only one APA in Loans or S&I, the candidate must qualify within 2 years in both areas.
2. If no APA, the candidate must meet minimum entry requirements: an Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 in five subjects including English and Maths, or 5+ years post-Leaving Certificate experience.
3. Strong interpersonal and communication skills with a commitment to providing outstanding customer experience.
4. Proven sales, customer service, or clerical experience in a regulatory compliant environment.
5. Enthusiasm for working in a sales environment.

This is a permanent role based in Bray, Wicklow.

Interested?

Please apply online via our website or the application link. Applications will be reviewed by our Talent Acquisition team, who will contact suitable candidates. We reserve the right to shortlist for interviews.

PTSB is committed to diversity and inclusion, aiming to attract, recruit, and retain individuals from diverse backgrounds to enhance our service to customers and communities.