Senior Customer Experience Champion

PTSB; Dublin; On-site; EUR 42,000 - 54,000; Full time

Job summary

PTSB in Kilcock, Ireland, seeks a Branch Senior Customer Experience Champion to drive excellent service and compliant daily branch operations.

You will coach colleagues, promote omni-channel engagement, and pursue new business opportunities while maintaining strong relationships with existing customers. A commitment to continuous professional development and right-first-time compliance will underpin all activities.

Qualifications

• QFA or APA in Loans and Savings & Investments with CPD hours.
• Active CPD and professional development
• Strong interpersonal and communication skills
• Proven sales, customer service in regulated environment
• Enjoy working in a sales environment

Responsibilities

• Coordinate branch plans and activities.
• Coach branches on Blackbelt program and omni-channel engagement.
• Ensure compliance and right-first-time performance.
• Support day-to-day branch customer service operations.
• Provide excellent customer service and advise on products/financial needs.
• Handle customer queries professionally and compliantly.
• Generate sales from leads to fulfilment via omni-channel system.
• Assist with campaigns, post-sales fulfilment and follow-up tasks.
• Leads from Open24 to maximize new business opportunities.

Skills

Strong interpersonal communication

Sales experience

Customer service experience

Regulatory compliance

Education

QFA or APA in Loans and Savings & Investments

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 Senior 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 Blackbelt 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

• Ensure Branch plans are coordinated and Branch activities are actioned.
• Coach Branch Colleagues to ensure the key learnings of Blackbelt program are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs.
• Ensure the team fully understand their impact on compliance, and embed the term `right first' time, recognising good compliant performance. Lead by example.
• Support in the day to day operation of customer service within the branch.
• Provide an excellent level of customer service and advice 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 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 focused response to leads passed from Open24 to maximise new business opportunities from customer base.

Requirements

Essential

• QFA or APA in Loans and Savings & Investments, with up-to-date CPD hours for the relevant CPD years.
• Actively engaged in Continuous Professional Development
• Strong interpersonal and communication skills with a dedication 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 sales environment

Desired

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

This is a Permanent position based in Kilcock, 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.