APA/QFA Customer Service Advisor
Hybrid
Contract length: 12 Months
*Please note that APA loans or QFA is required for this position*
Cpl is a proud Talent Partner to Bank of Ireland. We have been a trusted partner to deliver brilliant, engaged and committed people to support Bank of Ireland’s promises to deliver for their customers. Cpl trust that Bank of Ireland offers a fantastic opportunity for our Cpl Colleagues to learn, develop and build their career within banking and receiving access to the best training, systems, and support from our colleagues in Bank of Ireland.
Our goal is that while you are a Cpl colleague on site with Bank of Ireland, you are set up for success no matter what your role, duration, or terms of your contract. This role will provide full 360 support to you by way of full training, and on-going support to develop yourself.
This is an environment where the customer is the focus, and as a Cpl colleague on site with this client, you will be central to that delivery. At the heart of this purpose is our commitment for an inclusive environment.
What is the opportunity?
This is an exciting opportunity to join a team that makes a meaningful difference when we support our customers who are in financial difficulty or at risk of financial difficulties. Our suite of customer solutions ensure that we are truly meeting customer needs and providing a service that goes above and beyond.
In this role, you will
- Manage assigned work queues of accounts by proactively contacting customers to agree suitable sustainable solutions on their accounts.
- Respond to customer contact and obtain all pertinent information
- Refer or escalate calls/queries as appropriate
- Ensure all actions and initiatives comply with regulatory and internal procedures
- Log all data pertaining to calls/actions on the relevant systems CACS, TS2, Fibos, CMS, RADAR, CoRe, SharePoint etc.
- Maintain and build strong relationships with colleagues in Bank of Ireland.
- Knowledge of and adherence to all relevant policy, procedures, legal, audit and system requirements in an environment where policy may frequently change to ensure all actions initiated comply with regulatory and internal procedures.
- Highlight problem trends to the Department Manager which may require corrective action or improvement.
- Engage in goal setting, personal development plans (PDP) and performance reviews
- Develop knowledge & skills and support the training of staff on team
- Support the change agenda at all times
What will make you stand out?
- The ability to communicate effectively both verbally and in writing.
- Attention to detail and focus on delivering quality outcomes for customers
- Listening skills with a problem solving mindset. Along with the ability to influence and negotiate sustainable solutions within pre-defined mandates.
- Proven ability to prioritise workloads and meet specific timescales
- Experience of working in an emotionally challenging role preferred.
Essential Qualifications
APA loans or QFA
More about the team
Mortgages & Consumer Customer Solutions (M&CCS) have responsibility for the management and oversight of ROI Mortgages and Consumer customers in financial difficulty. Supporting our customers in financial difficulty (weather pre arrears, early arrears or late arrears) is a key priority with the aim of identifying and providing sustainable solutions for customers where viable, in line with group priorities and applicable regulations. Frontline customer solutions teams provide a range of specialist contact centre and case management support to our customers, which is dependent on the severity and complexity of the arrears and other factors.
Why work with BOI?
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!
Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role. Please note you must live in the jurisdiction for the business to which you are contracted. Post training, this job can be done anywhere in the Republic of Ireland with the primary office location as (Kilkenny/Baggot Plaza) to which travel will be required for in person collaboration. Exact frequency to be agreed with your manager but will generally be an average of 2 days per week in line with team charters.
Cpl is committed to providing a positive employee experience for all its people where everyone can gain access to meaningful and challenging work with opportunities for growth and career progression.
Cpl is an Equal Opportunity employer. At Cpl we believe that delivering our vision to be the world’s best at transforming our clients and candidates through sustainable transformational talent solutions & experiences can be achieved by having a diverse and inclusive culture, where everybody feels that they can bring their whole selves to work and are proud to do so. Cpl welcomes applications from all individuals, including applicants with additional needs and disabilities and those who have taken time out for reasons including family or caring responsibilities. As a company Cpl is a Gold Medal holder for Diversity & Inclusion.
We have also been recognised as the 5th Best Large Workplace in Ireland by Great Place to Work®; these values drive our passion for our programs, supporting our clients and Cpl colleagues across our client sites.
While initially these are contracts circa 12 months in duration; due to ongoing investment in front line services, opportunities to extend are available subject to individual performance and availability of roles. Over the years, we have seen Cpl colleagues start something amazing, take experience from other roles and build solid careers with Bank of Ireland, which has resulted in a very high proportion of people going on to have permanent careers with them when they become available. We have had people leave to travel or continue their education come back and resume their journey.