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Customer Service Advisor


Customer Service Advisor

Dublin | Ireland

A subsidiary of the Bank of Ireland Group, New Ireland Assurance was the first wholly Irish owned life assurance company to transact business in Ireland. With a market share of 24% we are one of Ireland`s leading life assurance providers and look after over half a million policyholders. We can also boast a number of accolades including `Overall Winner` of the Professional Insurance Brokers Association Award for the last three year, PIBA `Service Excellence` winner in 2013 & 2014 and Contact Centre Management Association `Best Small Contact Centre` and `Best Quality Programme` in 2013. As you can see the service we provide to our customers is key to our success.

The Team looks after queries from internal and external customers (including Policyholders, Brokers, Broker Consultants, BOI Branches, Insurance & Investments Managers and Financial Advisors) in relation to Life, Investment and Pension products.

You will work with the team to deliver on promises, commitments and service levels to our customers. We`ll support you to develop an in-depth knowledge of the products serviced by New Ireland Assurance/Bank of Ireland Life.

In return the role will offer you the opportunity to develop a career within the Life & Pensions industry.

Key Responsibilities:

  • Delivering a consistent high level of service by telephone and email to internal and external customers
  • Develop an in-depth understanding /knowledge of the products serviced by New Ireland Assurance /Bank of Ireland Life
  • Develop a detailed knowledge of the business processes and business owners/teams to enable effective resolution of queries
  • Work as part of a team to deliver a quality customer service experience and to meet service level agreements
  • Contribute proactively and strongly to the retention of existing business
  • Ensure all customer complaints are dealt with in accordance with the Consumer Protection Code, Ombudsman policy, procedures and service levels
  • Participate in individual and team development activities/training to maximise both individual and team performance

Essential Skills and Experience:

  • Previous experience within a customer focused environment and proven track record of delivering on service
  • Ability to work as part of a team in a diverse and dynamic environment
  • Excellent working knowledge of financial markets, the financial services industry and a desire to build on this knowledge
  • A high level of accuracy and attention to detail is essential as well as the ability to interpret information and communicate it confidently and clearly both verbally and in writing
  • Excellent administration and organisational skills
  • PC literate and familiarity with most MS Applications
  • Excellent interpersonal, problem solving and relationship management skills
  • Positive and pro-active attitude towards change and continuous improvement

Desirable Skills & Experience:

  • QFA/APA/Pensions Diploma or working towards same
  • Previous Life & Pensions industry experience
  • Knowledge of New Ireland/Bank of Ireland Life products (Pensions, Protection, Savings and Investments)

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Mar 27, 2018
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