Senior Customer Experience Champion

Ptsb; Kilcock; On-site; EUR 60,000 - 80,000; Full time

Job summary

PTSB is seeking a Branch Senior Customer Experience Champion to support the delivery of branch objectives and day-to-day operations in a compliant manner. You will collaborate with the Branch Lead and participate in the Blackbelt program to promote omni-channel customer engagement.

The role emphasizes driving sales from leads, coaching colleagues, and delivering high-quality customer service across in-branch and phone interactions.

Qualifications

• Strong interpersonal and communication skills with a dedication to providing an outstanding customer experience.
• Significant level of proven sales, customer service or clerical experience in a regulatory compliant environment.
• Excellent knowledge of all retail finance product, processes and procedures.
• QFA or APA in Loans and Savings & Investments with up-to-date CPD hours.

Responsibilities

• Ensure Branch plans are coordinated and Branch activities are actioned.
• Coach Branch Colleagues to embed Blackbelt program learnings and promote omni-channel engagement.
• Ensure compliance and promote the 'right first' time across the team.
• Support day-to-day operation of customer service within the branch.
• Provide excellent customer service and advice throughout product/financial needs journey, both face-to-face and over the phone.
• Handle customer queries in a professional and compliant manner.
• Generate and execute sales from lead to fulfilment per omni-channel processes.
• 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

Strong communication

Customer service experience

Regulatory compliance

Sales skills

Interpersonal skills

Education

QFA or APA in Loans and Savings & Investments

Tools

null

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:

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

This is a Permanent position based in the Dublin Region, 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.