Customer Experience Champion Navan

Permanent Tsb; Navan; On-site; EUR 32,000 - 48,000; Full time

Job summary

Permanent TSB in Navan is seeking a Branch Customer Experience Champion to support daily branch operations and help drive business objectives. You will work with the Branch Lead to deliver excellent customer service while promoting the bank's Omni-Channel approach and local promotional activities.

The role requires strong interpersonal and communication skills, a background in sales or customer service within a regulated environment, and knowledge of retail financial products.

Qualifications

• Interpersonal and communication skills with commitment to outstanding customer experience.
• Strong sales, customer service or clerical experience in a regulated environment.
• Excellent knowledge of retail finance products and processes.

Responsibilities

• Support in the day to day operation of customer service within the branch.
• Provide excellent customer service and advise customers on product/financial needs journey.
• Take ownership of customer queries in a professional and compliant manner.
• Generate and execute sales from leads to fulfilment in line with Omni-Channel approach.
• Assist with sales campaigns including post-sales fulfilment and admin tasks.
• Respond promptly to leads from Open24 to maximise new business opportunities.
• Adhere to policies and Branch values.
• Assist Branch Lead and territory team with key customer relationships.

Skills

Interpersonal skills

Communication skills

Sales experience

Customer service

Regulatory compliance

Education

QFA or APA in Loans/Savings & Investments

Leaving Certificate

Job description

Current Date\\Time 22-September-2026 13:08

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.

Requirements

• QFA or APA in Loans and/or Savings & 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 (where MCC)
• Committed to and enjoys working in a sales environment
• Excellent knowledge of all retail finance product, processes and procedures
• Significant experience in financial services

This is a Permanent position based in Navan, the Republic of Ireland.

Is this you?

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.

We reserve the right to draw up a shortlist for interview.