Customer Experience Champion - O'Connell Street, Limerick

PTSB; Limerick; On-site; EUR 32,000 - 45,000; Full time

Job summary

PTSB in Limerick seeks a Branch Customer Experience Champion to support daily branch operations and drive customer-centric service. You will work with the Branch Lead to promote an Omni-Channel approach, deliver excellent service, and identify opportunities for new business within the territory.

You will develop skills through the Collaborative Customer Conversations program, ensuring compliance and leveraging promotions to meet customer needs and grow relationships with existing customers.

Qualifications

• QFA or APA in Loans and/or Savings & Investments with up-to-date CPD hours.
• Ordinary Leaving Certificate with required grades or 5+ years post Leaving Certificate experience.
• Strong interpersonal and communication skills with a commitment to outstanding customer experience.
• Experience in sales and customer service within a regulatory compliant environment.
• Committed to and enjoys working in a sales environment.

Responsibilities

• Support day-to-day operation of customer service within the branch.
• Provide excellent level of customer service and advise customers on product/financial needs journey, including face-to-face and phone interactions.
• Take ownership and deal with customer queries in a compliant manner.
• Generate and execute sales from lead to fulfilment in line with Omni-Channel system.
• Assist with sales campaigns including post-sales fulfilment, administration and follow-up tasks.
• Respond promptly to leads from Open24 to maximise new business opportunities.

Skills

Customer service

Sales experience

Communication skills

Regulatory compliance

CPD compliance

Education

QFA or APA in Loans/S&I

Leaving Certificate (LCE)

Tools

Open24

Omni-Channel platform

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 24 month fixed term contract role based in O'Connell Street, Limerick (Onsite).

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.