Job Description
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 building a new Customer-centric Digital and Direct Bank, which will support the bank's ambition to become Ireland's number one personal and small business bank and deliver on the bank's promise to work hard every day to build trust with our customers. 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 Team Lead, and work together as part of a team between 8 - 13 other Agents.
Your Responsibilities:
As a Customer Service Agent you will be responsible for:
Customer - Building and Realising Customer Connections:
- Be an ambassador for the bank and develop the banks's 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 customers needs, customer segments, bank products and digital capabilities in order to developing meaningful customer relationships through positive customer engagement interactions
Compliance, Risk Control & Governance:
- 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 bank policies and offer solutions to customers are appropriate to their needs
- Contribute to business objectives in a controlled and compliant manner
Commercial Growth, Cross Functional Collaboration:
- 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
Self-Development - Living as a Leader:
- 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
Culture - Be Part of Our Inclusive Team:
- 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 bank 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
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.