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Existing Business Support Team Specialist


Existing Business Support Team Specialist

Dublin | Ireland

Purpose of the Role

The New Ireland Assurance Existing Business Support Team Specialist is responsible for providing support to the Existing Business department by dealing with the complaints received, is the Risk Management Champion for the department and manages the Reconciliation Framework. This person will be a highly motivated individual committed to delivering an exceptional level of service to internal and external customers in a fast paced and changing environment.

Key Accountabilities

  • Handling complaints/complex technical queries within service levels, carrying out root cause analysis and implementing any changes arising from this.
  • Management of the Reconciliation Framework.
  • Risk Management Champion for the department.
  • Supports teams within department from a technical perspective.
  • Identifies initiatives and efficiencies within the department and implements the changes required.
  • Providing accurate and policy specific information to our customers, brokers and Distribution Teams by phone/email, with a commitment to delivering a market leading service.
  • Developing & maintaining excellent relationships with our customers, brokers & Distribution Teams.
  • Ensuring compliance with Legal and Regulatory guidelines.

What is the opportunity?

The role holder is hard working, committed and flexible. They are able to work on their own initiative and also as part of a busy team. They deliver a brilliant customer experience to our internal and external customers.

Essential Qualifications

Success in this role will require a third level qualification (Fectac level 8) or experience working in the financial services industry along with a QFA.

Essential Skills & Experience

  • Excellent verbal and written communication skills, including complaint handling skills.
  • Expert at resolving complex issues and excellent problem solving skills.
  • Previous experience in a customer focused environment e.g. engaging with customers either face to face or over the phone
  • Proven track record of delivering on service
  • Excellent interpersonal, problem solving and relationship management skills
  • A high level of accuracy and attention to detail with the ability to interpret and communicate written/verbal information confidently and clearly
  • PC literate with excellent administrative skills

Key Competencies

  • Customer Focused - Leader
  • Accountable - Leader
  • Manage Risk - Leader
  • Amplify Capability - Leader
  • One Group, One Team - Leader

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.

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.

Closing date: Aug 28, 2019
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