Personal Lending Advisor (Unsecured)

PTSB; Dublin; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

PTSB is seeking a Digital & Direct Customer Experience Advisor in Dublin. You will join a high-performing team to deliver excellent customer service across inbound, outbound and digital channels, guiding customers through financial needs and ensuring compliance with regulatory standards.

The role is permanent and hybrid, based in Dublin. Ideal candidates will have APA in Loans/S&I with CPD hours, strong English skills, and proven experience in sales or customer service within a regulated

Qualifications

• APA in Loans and/or Savings & Investments with up-to-date CPD hours.
• Strong English language skills, spoken and written.
• Interpersonal and communication skills with proven sales or customer service experience in a regulatory environment.

Responsibilities

• Work as part of a high performing team delivering excellent customer service and supporting day-to-day operations.
• Advise customers on financial needs journey where qualified to do so; promote omni-channel approach.
• Maintain right-first-time accuracy and comply with regulatory codes and legislation.
• Support inbound, outbound and digital channels to assist customers.
• Build exceptional customer relationships and meet service level agreements.
• Take ownership of customer queries in a professional and compliant manner.
• Commit to ongoing professional development with annual plan with manager.
• Adapt and learn with feedback in a fast-moving environment.

Skills

Customer service

Communication

Regulatory compliance

English language

Education

APA in Loans/S&I

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 Digital & Direct Customer Experience Advisor, you will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day to day 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. PTSB are looking for ambitious and self-motivated individuals who are enthusiastic, goal orientated and have a passion for providing `best in class' customer service team that is shaped by and responds the to customer. The successful candidate will be operating in a fast moving environment which requires high levels of energy and motivation in our growing team in our Customer Contact Centre.

Responsibilities:

• Work effectively as part of a high performing team delivering excellent customer service and on own iniative.
• Provide an excellent level of customer service and advise our customers throughout their product / financial needs journey where qualified to do so, further improving the customer experience.
• Ensure accuracy by being quality focused and adopt a right first time approach at all times.
• Support and deliver for customers in our inbound,outbound and our digital channels.
• Interact and build exceptional customer relationships providing market leading service that meets the agreed service level agreements.
• Take ownership and deal with customer queries in an effective, professional and compliant manner.
• Maintain knowledge of the regulatory codes and legislation impacting on day to day work.
• Commit to continuous professional development and agree an annual performance and professional development plan with the manager.
• Continuously review skills, and be flexible and open to feedback.

Requirements:

Essential

• To work with our customers regarding their financial requirements an APA in Loans and/or Savings & Investments, with up-to-date CPD hours for the relevant CPD years. If only one APA in Loans, the candidate must commit to qualifying within a 2 year period to achieve APA in both Loans and S&I.
• Strong English language skills verbally and written is essential.

Desired

• 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
• Committed to and enjoys working in a fast-paced customer focused environment
• Proactive, forward looking and driven philosophy

This is a Permanent (hybrid) position based in Dublin, the Republic of Ireland.

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.