Customer Experience Champion - Part Time

PTSB; Dublin; On-site; EUR 30,000 - 40,000; Full time

Job summary

PTSB in Dublin is seeking a Branch Customer Experience Champion to support daily branch operations and deliver exceptional service across in-branch and over-the-phone interactions. You will promote our Omni-Channel approach and collaborate with the Branch Lead to achieve sales and service goals.

You will develop skills through our Collaborative Customer Conversations program, meet CPD requirements for Loans and Savings & Investments, and contribute to a compliant, customer-centric environment in

Qualifications

• CPD hours for relevant CPD years and commitment to qualifying within 2 years if APA not held.
• Ordinary Leaving Certificate with required subjects or 5+ years post Leaving Certificate experience.
• Strong interpersonal and communication skills with a commitment to customer experience.

Responsibilities

• Support day-to-day operation of customer service within the branch.
• Advise customers on product/financial needs journey; enhance experience in person and over the phone.
• Take ownership of customer queries in a compliant, professional manner.
• Generate and execute sales from qualified leads to fulfilment within Omni-Channel framework.
• Assist with sales campaigns including post-sales administration and follow-up tasks.

Skills

Interpersonal communication

Customer service

Education

QFA or APA in Loans and/or Savings & Investments

Leaving Certificate English and Maths (or equivalent)

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:

Essential

• 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

Desired

• Excellent knowledge of all retail finance product, processes and procedures
• Significant experience in financial services

This is an onsite 11-month fixed term contract, based in the Omni Shopping Centre, Dublin.

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.