Customer Account Switching Support Specialist

Job Description

Cpl is a proud Talent Partner to Bank of Ireland. This long-standing relationship is built on trust; Bank of Ireland trusts Cpl to deliver brilliant, engaged and committed people to support their promise to deliver for their customers. Cpl trusts that Bank of Ireland is offering fantastic opportunities for our Cpl colleagues to thrive, while having access to the best training, systems, supports and teams to build a career within Banking.

Together we trust those who are given these opportunities to take all of the learning

Customer Switcher Specialist– Job Description (Fixed Term 12 month Contract) Our purpose is to enable our Customers, Colleagues and Communities to thrive.

We do this by drawing on our professionalism, determination, innovation and the passion we have for making a difference in customers` lives. Our work is important and so too are the people doing it.

Purpose of the Role: Following the recent announcement of the closure of competitor banks, BOI is expecting to see a significant increase in account switching/opening.

To support our customers and colleagues during this critical migration period, the Personal Customer Switcher Specialist will be the key point of contact for customer’s in-branch who need additional support during this period.

The key focus of the role is to provide a highly professional, friendly and best in class service to our customers. 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 support them during the migration period.

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:

• Provide account opening/switching support

• Ensure customers have the documentation required

• Ensure customers understand the process and timelines

• Make proactive contact with customers whose account opening documentation has not yet been submitted or whose application has fallen into an exceptions process.

• 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.

• Strive to resolve all customers complaints / queries at source • Ensure all relevant switcher merchandise is on display in Branch

• Capture and escalate issues, concerns, challenges and general feedback to line manager

• Perform duties in a compliant manor in accordance with policies and procedures

• Flexible and hardworking team player – travel will be required, as successful applicants will be responsible for traveling between branches/Counties/Cluster, as required.

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 will 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

Benefits of being a Cpl colleague on site: