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