Customer Experience Champion - Dublin Region

PTSB; Dublin; On-site; EUR 28,000 - 38,000; Full time

Job summary

PTSB is seeking a Branch Customer Experience Champion in Dublin to support daily branch operations and help deliver business objectives within a compliant framework. You will engage customers face-to-face and via phone, guiding them through their financial needs and promoting our Omni-Channel approach.

The role emphasizes strong interpersonal and communication skills, delivering outstanding customer service, and contributing to new customer acquisition while maintaining relationships with

Qualifications

• QFA or APA in Loans and/or Savings & Investments with up-to-date CPD hours for relevant CPD years.
• If no APA held, or only one APA in Loans or S&I held, must commit to qualifying within 2 years to achieve APA in both Loans and S&I.
• Strong interpersonal and communication skills with a commitment to outstanding customer experience.
• If no APA held, must meet minimum entry requirements of Leaving Certificate with five subjects including English and Maths or 5+ years post Leaving Certificate experience.
• Significant level of proven sales, customer service or clerical experience in a regulatory compliant environment.

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, in person or over the phone.
• Take ownership of customer queries and resolve in a professional, compliant manner.
• Generate and execute sales from qualified leads to fulfilment in line with Omni-Channel approach.
• Assist with sales campaigns including post-sales fulfilment, administration and follow-up tasks.

Skills

Interpersonal skills

Communication skills

Customer service orientation

Sales experience

Regulatory compliance awareness

Education

QFA or APA in Loans & Savings & Investments

Ordinary Leaving Certificate with English & Maths

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.

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 Dublin (onsite).

Is this you?

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.