Customer Experience Champion - Nationwide, Ireland
Client:
Morgan McKinley
Job Category:
Other
EU work permit required:
Yes
Job Reference:
dc0c17cda2b6
Job Views:
88
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
We are looking for a Customer Experience Champion for our client, which is Ireland's leading retail and SME bank, with an innovative range of products and services powered through an evolving digital landscape. The Bank's focus is centred on ensuring what their customers, colleagues, and communities need to be successful.
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 Blackbelt program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Bank's 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.
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 the customer base.
* 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 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 on an annual performance and professional development plan with the manager. Continuously review skills, and be flexible and open to feedback.
Requirements:
* Strong interpersonal and communication skills with a commitment to providing an outstanding customer experience.
* Significant level of proven sales, customer service or clerical experience in a regulatory compliant environment.
* Committed to and enjoys working in a sales environment.
* 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.
* Significant experience in financial services with excellent knowledge of all retail finance products, processes, and procedures.
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.
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