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, 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

·        A minimium of 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) or 5+ years post Leaving Certificate experience

·        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

Desired

·        Qualified Financial advisor – recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA, or APA in both Loans and Savings & Investments

·        Actively engaged in Continuous Professional Development & CPD Hours up to date

·        Significant experience in financial services

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

Fitness & Probity: CF3 & 4 Role

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.

Controlled Function 3

• Giving of advice to a customer of the regulated financial service provider

Controlled Function 4

• Arranging a financial service for a customer of the regulated financial service provider

Individual Accountability Framework: CF 3 and CF 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.

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