Customer Experience Advisor

Your Role:

As a Digital & Direct Customer ExperienceAdvisor, 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 enviroment which requires high levels of energy and motivation in our growing team in our Customer Contact Centre.

Your Team:

Our focus is to deliver an exceptional Customer experience by blending the most up to date technology with our highly skilled and trained people, through inbound, outbound phone calls and other digital capabilities.

Your 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 the agreed service level agreements.

·        Take ownership and deal with customer queries in an effective, professional and compliant manner.

·        Maximising opportunities to achieve the bank’s customer goals and commercial objectives by generating and executing sales from customer leads through holding collaborative customer conversations (where qualified to do so) in accordance with the ptsb ethos and processes and procedures.

·        Understanding of customers needs, customer segments, PTSB products and digital capabilities in order to developing meaningful customer relationships through positive customer engagement interactions that promotes a strong Transactional Net Promoter Score for ptsb.

·        Perform duties in accordance with policies, procedures, whilst living PTSB’s values and maintain high quality standards.

·        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 reviews skills, and be flexible and open to feedback.

·        Commitment to complete professional qualifications within 3 years to enable you to progress your career within PTSB – Qualified Financial Advisor – recognised qualifications to permit the discussion of product information and provide advise to customers i.e QFA, APA in both Loans and Savings & Investments

·        Be ‘risk aware’ and contribute to the maintaining of robust risk framework in Digital and Direct by ensuring your customer interactions are conducted in accordance with legislative, regulatory, and PTSB policies and offer solutions to customers are appropriate to their needs

·        Act as a visible role model, striving for a culture that promotes ethics, employee engagement and fun, is adaptable and can problem solve, with strong teamwork, collaboration, trust and respect ethos – ensuring the team is passionate about being part of the high energy team in Digital and Direct

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 or S&I held, the candidate must commit to qualifying within a 2 year period to achieve APA in both Loans and S&I.

·        To work with our customers regarding their transactional requirement no APA is required , 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. If no APA is held, the candidate must also 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

Competencies for Your Role / Behaviours for Success:

Accountability & Decision Making Commercial Growth

Customer Focus High Performance Teams Risk Management

Who We Are:

At PTSB, we are Altogether More Human. We bring the best of technology and our people together to solve real customer needs and deliver a better banking experience.

Customer & Colleague focused. Inclusive. Caring. We manage risk and comply with regulations, where everyone works to meet our goals and are proud of the part they play. While culture is always evolving, our values and heart of our purpose remain the same.

Living our values and managing risk builds trust. We nurture an accountable and supportive workplace where everyone is encouraged to contribute meaningfully, as we become Ireland’s best personal and business bank through exceptional customer experiences.

We promise to create a supportive and inclusive environment where everyone is welcome and respected. When you are your authentic self, your colleagues have better experiences working with you. This leads to exceptional customer experiences.