Job Descriptions

Your
Role:

As a Senior Branch Customer Service Advisor, you will work
collaboratively with your team and Branch Lead to support the efficient
delivery of business objectives and the day to day branch operations in a
compliant manner. You will support the Branch Lead and step up when the Branch
Lead is not in the Branch. You will actively develop your skills through
participation in our Blackbelt program whilst ensuring you are meeting the
needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Banks
Customer Segmentation Strategy and take part in ‘in branch’ and localised
promotional activities within the territory to identify new business
opportunities to increase new customer acquisition whilst maintaining positive
relationships with existing customers.

Your Team:

You will be a member of a team that is the ‘Face’ of PTSB. Your team
is a dynamic one and works in a fast paced environment to drive and deliver the
Bank’s ambition to become Ireland’s best personal and business bank. You will
work with your team to enhance our customer experience and develop the team’s
capabilities through our Omni-Channel model.

Your Responsibilities:

• Ensure Branch plans are
  coordinated and Branch activities are actioned.


• Coach Branch Colleagues to
  ensure the key learnings of Blackbelt program are embedded, including;
  enhanced customer engagement and education of customers on all channels
  available to meet their needs.


• Ensure the team fully
  understand their impact on compliance, and embed the term ‘right first’
  time, recognising good compliant performance. Lead by example.


• Support in the
  day to day operation of customer service within the branch.


• Provide an
  excellent level of customer service, further improving the customer
  experience with both over the phone and face to face interactions.


• Take ownership
  and deal with customer queries in an effective, professional and compliant
  manner.


• Generate and
  execute sales from lead to fulfilment in accordance with the Omni-Channel
  ethos and activity management system.


• Assist with sales
  campaigns including post sales fulfilment, administration and follow up
  tasks.


• Adopt a prompt
  and customer focused response to leads passed from Open24 to maximise new
  business opportunities from customer base.


• Perform duties in
  a compliant manner in accordance with policies, procedures, whilst living
  PTSB’s values and Standards.


• Assist the Branch
  Lead and wider territory team with key customer relationships.


• Assist with
  retaining existing business and actively contribute to growing new
  business across all customer segmentation profiles in line with agreed
  branch requirements.


• Perform cash administration
  duties, promoting, balancing and efficient daily maintenance of ATM/SSBM
  policies and procedures relevant for your branch location and model.


• Perform the
  various roles in the branch on a rotation schedule on an ongoing basis.


• Maintain
  knowledge of the regulatory codes and legislation impacting on day to day
  work.


• Commit to
  continuous professional development and agree an annual performance and
  professional development plan with the manager.


• Continuously
  reviews skills, and be flexible and open to feedback.

Requirements:

Essential

• Qualified
  Financial Aadvisor – recognised qualification to permit
  the discussion of product information and provide advice to customers i.e.
  QFA, or APA in both Loans and Savings & Investments


• Actively engaged
  in Continuous Professional Development


• Strong
  interpersonal and communication skills with a dedication to providing an
  outstanding customer experience  


• Have significant
  level of proven sales, customer service or clerical experience in a
  regulatory compliant environment


• Committed to and
  enjoys working in a sales environment

Desired

• Significant
  experience in financial services


• Excellent
  knowledge of all retail finance product, processes and procedures

Competencies for Your Role / Behaviours for Success:

Fitness & Probity:
This role is a CF3 and 4

This
job is a controlled function as defined by the Central Bank Reform Act 2010
Regulations 2011. Any appointment will be conditional on the company
being satisfied that the appointee meets the requirements as set out in the
Fitness s and Probity standards issued by the Central Bank. This requires the
company to complete prescribed due diligence to assess the appointee’s fitness
and probity.

Skills

Experience

• 1 year