Customer Resolution Centre Adviser (Banking industry)

Competitive
Contract
Dublin
23 Oct 2019
BBBH744296

Morgan McKinley is looking for a Customer Resolution Centre Adviser based in Dublin city.

The successful applicant will work as part of a team providing high quality service and support to customers, branches and open 24. The role will be flexible in that you will be expected to assist in the delivery of the departments business objectives as directed by the Banking Services management.

Accountabilities for your role:

  • Deal with the daily volumes of correspondence/workload efficiently.

  • Respond to daily queries and correspondence in a timely manner and within SLA.

  • Be able to work in a challenging and pressurising environment.

  • Fully investigate telephone and written customer complaints/or Appeals within the agreed Service Level Agreements and ensure internal process is strictly adhered to.

  • Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code etc.

  • Liaising with the Area Offices, the Branch network and all departments during the course of an investigation, retrieval of all relevant documentation to assess a case, agree resolution/response with all parties seeking advice from the Bank's Legal department where appropriate to avoid litigation.

  • Identify and raise service improvements and systemic issues to avoid recurrence of similar type problems to continuously improve the Banks Service levels.

  • Providing advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branch and departments under partnership agreement.

  • Escalating issues of risk to Compliance Department and other areas within the Bank.

  • Promoting a customer service ethos within the organisation.

  • Where required, assist with the investigation of any Ombudsman/Mediation Case.

  • Assist with MI reports.

  • Support the operation of the department through various essential ad hoc /admin functions.

  • Provide ongoing telephone and administrative support to customers, branches and open 24.

  • Maintain high standard of administration duties.

  • Ensuring good communication across the team to encourage a seamless service.

  • Meets all SLA's relevant to the Department.

  • Ensures all regulatory and compliance standards are fully adhered to.

Requirements:

  • QFA or APA Qualification

  • Good understanding of the banks products, policies and procedures.

  • Excellent communication skills with proven experience of dealing with customers either face to face or over the telephone.

  • Prior administrative experience.

  • Good letter writing skills.

  • Strong Compliance focus and awareness of the regulatory environment in which the bank operates.

  • Previous complaint handling experience

  • Strong personal time management.

  • Personal drive and enthusiasm.

  • Keen attention to detail with good organisational skills.

About the role:

  • 9 months FTC

  • Location: Dublin City

  • Company Pension Scheme

  • Minimum 23 days Annual Leave

  • Wellbeing Day

  • Flexible Working arrangements

  • Employee Assistance Programme

  • Preferential Staff Rates on the banks products

  • On site subsidised staff restaurant

  • Cycle to work scheme

  • Educational Assistance including fees and study leave offered

  • Health Screening

  • Sports and Social Committee

  • Staff BBQ and Xmas events

  • Travel Pass scheme.

Morgan McKinley is acting as an Employment Agency in relation to this vacancy.

Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.

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Iris Semper Franch's picture
Associate Consultant
Dublin 00 353 21 2300 300 | isemperfranch@morganmckinley.ie