Cpl are delighted to support Bank of Ireland in offering fantastic opportunities to Experienced Customer Service professionals who want to embark on a career in a customer facing role. We are focused on delivering outstanding service in an environment that enables colleagues and customers to thrive.
For the role of a Branch Service Support Specialist and as a Cpl Colleague with Bank of Ireland, we will provide outstanding training and ongoing development opportunities to support you in this fantastic step into the world of Banking and Financial Services that will allow for further personal growth and development.
Purpose of the Role:
-Following the recent announcement of the closure of competitor banks, BOI is experiencing a significant increase in account switching.
To support our customers and colleagues during this critical migration period, the Branch Service Support Specialist role is in partnership with our Switching Support Specialists who start the “how to bank with BOI” conversation at the account opening / application stage. Branch Service Support Specialists will ensure that branches have the capacity to assist customers with conversations needed beyond account opening.
The key focus of the role is to provide a highly professional, friendly and best in class service to our customers. You will be a visible presence on the Branch floor, welcoming and delivering a more personal customer experience.
What is the Opportunity? Working as part of a collaborative and dynamic team, you will have the opportunity to work closely with our customers to welcome and support them with account opening and general banking queries.
This is an excellent position that could enable you to build your career with Bank of Ireland.
This is a 12 month contract, 35 hours per week between 8am and 8pm Monday to Saturday, start and finish times will vary based on Customer needs and depending on Branch location/County/Cluster.
Should you be asked to work a Saturday to accommodate customer account opening, a rostered day off during the preceding week will be provided.
Key Responsibilities:
• Engage with customers to deliver a professional, efficient and friendly Customer Service to Business and Personal customers
• Provide account opening/switching support, including ensuring customers have the documentation required, understand the account opening process and timelines
• Support the opening of additional products, as required • Manage flow and engage with customers to deliver a professional, efficient and friendly customer service to support our customers during this period
• Ensure Customers are referred to the appropriate colleagues if they have any additional banking needs • Capture and escalate issues, concerns, challenges and general feedback to line manager
• Perform duties in a compliant manor in accordance with policies and procedures
• Migration of customers to appropriate self-service options, including on-line and Banking 365 delivery channels together with demonstration of self-service facilities
• Handle all basic queries/problems and record complaints, as appropriate
• Understand your role in delivering and achieving the Groups shared ambitions
• Act with integrity and learn from successes and mistakes to foster an environment of continuous improvement to perform at our best
• Flexible and hardworking team player – travel may be required between Branches within the Cluster
Key Requirements:
• Experience in customer service, demonstrating a high standard of service in every customer interaction
• Tech savvy with an ability to adapt to new technologies on all digital platforms, i.e. mobile, tablet, etc.
• Good communication and interpersonal skills with an ability to work effectively as part of a high performing team
• Proven presentation skills
• Flexible and hardworking team player – travel may be required as successful applicants will be responsible for traveling between branches within the locality as and when required Key
Competencies:
• Customer Focused - Self
• One Group, one team - Self • Accountable - Self
• Manage Risk - Self • Agile - Self
Vacancy Locations:
Clare/Tipperary with the branch location based in Ennis