Customer Experience Advisor , Contact Centre, Dublin Pike

Digital&Direct Customer Experience Advisor PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape. As a Digital&Direct Customer Experience Advisor, you will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day-to-day operations in a compliant manner. You will actively develop your skills through participation in our Collaborative Customer Conversations program while ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. PTSB is looking for ambitious and self‑motivated individuals who are enthusiastic, goal‑oriented and have a passion for providing best‑in‑class customer service.

This is a Permanent role, based in Blackrock (Onsite).

Responsibilities

Work effectively as part of a high performing team delivering excellent customer service and on own initiative.

Provide an excellent level of customer service and advise our customers throughout their product / financial needs journey where qualified to do so, further improving the customer experience.

Ensure accuracy by being quality focused and adopt a right first time approach at all times.

Support and deliver for customers in our inbound, outbound and our digital channels.

Interact and build exceptional customer relationships providing market leading service that meets the agreed service level agreements.

Take ownership and deal with customer queries in an effective, professional and compliant manner.

Requirements

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.

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 (where MCC).

Strong English language skills verbally and written is essential.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.

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