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BANKING CUSTOMER CARE AGENT - QFA

 

Company:

RECRUITERS - LOOKING FOR YOU
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Job Reference Number

14565397

Client ID:

RI/JMG6687
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Posted On:

Feb 3 2012

Location:

DUBLIN CITY CENTRE
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Job Type:

Permanent

Salary:

EUR 28,000 - 28,000
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Benefits:
  • FLEXITIME
  • VHI
  • HIBERNIAN AVIVA HEALTH
  • PAID HOLIDAYS
Job Title: Customer Services Officer

Reporting to: Assistant Manager, Customer Services

The Role

The Customer Services Officer will form part of a multi-skilled team Customer Services Team who are responsible for providing a first class service to existing mortgage customers.

Essential Skills

  • 2/3 years of customer care experience
  • Previous experience in financial services, preferably homeloans and deposits.
  • Strong customer service skills.
  • Excellent oral and written communication skills.
  • Excellent time management, interpersonal and organisational skills.
  • Results focused, used to driving performance to meet tough targets.
  • Strong team and organizational focus
  • Proficiency in the Microsoft Office suite of products.
On successful hire you will be expected to:

  • Deliver the best possible service to our existing customers, adhering to relevant customer legislation in a courteous, sensitive and timely manner.
  • Deal with complaints/incidents promptly and in an objective and courteous manner.
  • Identify and report to management root causes of any issues which arise on a day- to-day basis.
  • Ensure customer receives correspondence/acknowledgement to their written query within 5 working days.
  • Ensure all post/emails/visits to reception/phone calls are logged accurately through the Contact box.
  • Ensure Access Request Forms are processed within 40 days.
  • Ensure Social Welfare Forms are processed within 10 working days.
  • Ensure redraw requests are processed with 48 hours or where there is a delay management/phone team are notified of revised timeframe.
  • Ensure the Account Amends mailbox is reviewed daily.
  • Ensure all security questions are satisfied when dealing with clients either by phone/email.
  • All emails to clients must be sent from the centralised team mailbox. BSC must be copied on all email replies.
  • All contact with client must be recorded on our system records.
  • Amends must be passed to controls on the day of amend. Corrections must be delivered directly to controls.
  • All bespoke letters must be reviewed by management before being issued.
Education and Experience:

  • Fully QFA
  • Relevant third level qualification or professional equivalent.
If you feel you fit this criteria, I would love to hear from you! Please contact jane.gormley@recruiters.ie or ph. 01 6325022.

Your CV will not be shared with any third parties without your permission.