The Company:
Our client is one of Ireland's leading retail and SME banks. Their focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.
Your Role:
We are seeking a high energy team who are passionate about providing a best in class digital and direct experience that is shaped by and responds to customers'; changing behaviour, lifelong transactional and financial needs and rising expectations.
The successful candidate will be operating in a fast moving environment which requires high levels of energy and a passion for Digital and Direct.
Your Team:
You will report directly to the Customer Success, Commercial Growth & Optimisation Lead, and work together as part of a team between 8 - 13 other Agents.
Your Responsibilities:
As a Customer Service Advisor Digital & Direct you will be responsible for;
- Being an ambassador for the bank and developing the Banks' profile across multiple communities (internal and external) with a particular focus on our customer segments.
- Become the 'face' of the bank within your channel and representative at internal and external events/conferences.
- Understanding of customer's needs, customer segments, the banks products and digital capabilities in order to develop meaningful customer relationships through positive customer engagement interactions
- Contribute to business objectives in a controlled and compliant manner
- 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 the banks policies and offer solutions to customers are appropriate to their needs
- Contribute to business objectives in a controlled and compliant manner
- Optimise our customer interactions as defined in our Blackbelt program ethos and Omni-Opti Channel Charter, i.e. sales, service, self-service through our online, video, app and voice channels - supporting the team in the achievement of assigned targets and maintaining agreed KPIs - Maximising opportunities to achieve the bank's customer goals and commercial objectives
- Work collaboratively together with the wider function under the Digital and Directs Centres of Excellence Model
- Demonstrate ability to think outside of the box to self-solutionise sales and service queries
- Support change programmes in a fast paced environment - using knowledge of best practices through voice, digital and other technology mechanisms
- Have a passion for professionalisation and commitment to continuous self-development by agreeing and annual performance plan together with your Line Manager
- Continuously review skills, and be flexible and open to feedback
- 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.
- Champion the banks values in your interactions with customers and colleagues
Requirements:
Essential
- Enthusiasm, goal orientated with high levels of energy and a passion for Digital and Direct
- A passion for delivering the highest level of customer experience with excellent interpersonal and effective communication skills
- Motivation to build a best in class Digital and Direct Bank
- Commitment to complete professional qualifications within 2 years to enable you to progress your career within the bank - Qualified Financial Advisor - recognised qualifications to permit the discussion of product information and provide advice to customers i.e. QFA, APA in both Loans and Savings & Investments
- Eager to develop skills, capabilities and competencies
- Understanding of compliance in a contact centre environment
- Proactive, forward looking and driven philosophy
- Solution driven self-starter that is organised, efficient, effective and focussed on the commercial, customer and colleague KPI's all the time
- 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
