Customer Experience Champion - Castlebar

PTSB; Castlebar; On-site; EUR 28,000 - 36,000; Full time

Job summary

PTSB in Castlebar is hiring a Branch Customer Experience Champion to support daily operations and deliver outstanding customer service. You will advise customers through their financial journey, both in person and by phone, while promoting our Omni-Channel approach.

The role focuses on building relationships, driving new business opportunities, and working with the branch team to meet objectives in a compliant environment. This is a permanent onsite position at the Castlebar branch.

Qualifications

• QFA or APA in Loans and/or Savings & Investments with up-to-date CPD hours for relevant years.
• If no APA, must commit to qualifying in 2 years for APA in both Loans and S&I.
• Ordinary Leaving Certificate with five subjects including English and Maths or 5+ years post Leaving Certificate experience.

Responsibilities

• Support day-to-day operation of customer service within the branch.
• Provide excellent customer service and advise customers through their product/financial needs journey, both over the phone and face to face.
• Take ownership and deal with customer queries in a compliant manner.
• Generate and execute sales from leads to fulfilment in line with Omni-Channel approach.
• Assist with sales campaigns including post-sales fulfilment, admin and follow-up tasks.
• Prompt, customer-centered response to leads from Open24 to maximise opportunities.

Skills

Customer service

Sales experience

Regulatory compliance

Communication skills

Education

QFA/APA in Loans & S&I

Leaving Certificate

Tools

Open24

Job description

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.

Requirements

• 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 permanent role based in the Castlebar Branch (Onsite).

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.