Customer Experience Champion

Your Role:

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.

Your Team:

You will be a member of a team that is the ‘Face’ of PTSB. Your team is a dynamic one and works in a fast paced environment to drive and deliver the Bank’s ambition to become Ireland’s best personal and business bank

Your 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.

·        Adopt a prompt and customer centred response to leads passed from Open24 to maximise new business opportunities from customer base.

·        Perform duties in accordance with policies, procedures, whilst living PTSB’s values and Standards.

·        Assist the Branch Lead and wider territory team with key customer relationships.

·        Assist with retaining existing business and actively contribute to growing new business across all customer segmentation profiles in line with agreed branch requirements.

·        Perform cash administration duties, promoting, balancing and efficient daily maintenance of ATM/SSBM policies and procedures relevant for your branch location and model.

·        Perform the various roles in the branch on a rotation schedule on an ongoing basis.

·        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

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.

·        Significant experience in financial services

·        Excellent knowledge of all retail finance product, processes and procedures

·        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 sales environment

Competencies for Your Role / Behaviours for Success:

Accountability & Decision Making Commercial Growth Communication & Influencing

Customer Focus High Performance Teams Risk Management

Fitness & Probity: CF 3 & 4

This job is a controlled function as defined by the Central Bank Reform Act 2010 Regulations 2011.  Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness s and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee’s fitness and probity.

Individual Accountability Framework: CF 3 & 4

As a role carrying a CF designation, the role holder will also be subject to the Common Conduct Standards under the Central Bank of Ireland’s Individual Accountability Framework and will be required to take reasonable steps to ensure the Conduct Standards are met. The role holder will be required to possess and maintain the appropriate technical knowledge required to perform the role and to understand the regulatory obligations to which they are subject as a CF to include, without limitation, the Common Conduct Standards and the Fitness and Probity Standards.

Minimum Competency Code:

The Minimum Competency Code (MCC) 2017 sets out the minimum standards of skills and knowledge for employees providing advice, information and associated activities in connection with retail financial products, the appointee must meet the specific MCC requirements to perform this role. Additionally, for MCC roles, there are continuous professional development (CPD) requirements. Further details on Fitness and Probity and/or MCC due diligence are available from HR.

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.

We are Open. We are Inclusive. We build Trust. We are One PTSB.

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