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Life, Investment and Pensions - Customer Service Representative


Life, Investment and Pensions - Customer Service Representative

Dublin, Ireland

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Life, Investment and Pensions - Customer Service Representative

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 20% 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 and Contact Centre Management Association 'Best Small Contact Centre' 'Best Quality Programme'' Best Retention Programme' and 'Team of the Year'. As you can see the service we provide to our customers and the people that provide that service are key to our success.

Customer Service Representative - Customer Contact Team

New Ireland's Customer Service Customer Contact Team look after Life, Investment & Pension customers across our 2 brands (New Ireland & Bank of Ireland) and 3 distribution channels (Broker, Financial Advisor and Bank). The team is the main channel through which customers deal with us directly.

Key Accountabilities

  • Looking after our customers brilliantly through providing a high level of service by telephone and email to internal and external customers - being the difference in the customer journey is key!
  • Developing an understanding of the products serviced by New Ireland Assurance/Bank of Ireland Life
  • Collaborating with colleagues across the wider business and Customer Service Team
  • Supporting the customer retention agenda
  • Ensuring all customer complaints are dealt with in accordance with the Consumer Protection Code, Ombudsman policy, procedures and service levels
  • Taking part in local engagement and continuous improvement activities to drive successful customer outcomes

What is the opportunity

As a Customer Service Representative you'll be looking after telephone calls and emails from customers, financial advisors and brokers about protection and investment policies. You'll also work with the team to manage some online and administration tasks. The range of queries is very broad and this is an excellent opportunity to develop a detailed knowledge of the life and pensions industry.

There are 50 people working in theteam and together we handle over 6,000 customer interactions each week. We're passionate about the service we provide to our customers and we work hard to understand what matters to them so that we can look after them brilliantly!

To be successful in this role you'll need to enjoy talking to peopleand working in a team in a busy teamenvironment!! You'll need to be good at multitasking and enjoy variety in a role. If you do - we promise to deliver extensive training which will allow you to develop a comprehensive knowledge of our products and develop an exciting career in the life and pensions industry.

You'll also be joining an award winning team and company (including 'Overall Winner' of the Broker PIBA awards and CCMA awards for Contact Centre of the Year, Team of the Year and Best Quality Programme.

Essential Qualifications

Success in this role will require a third level qualification or experience working in the financial services industry. You have a strong customer focus with good attention to detail and problem solving skills. Anability to work on your own initiative is key. You are known to have excellent communication, administration and organisational skills. An interest in financial markets combined with a willingness to complete industry exams (QFA) will ensure you can become qualified to do the job.

Candidates must meet our minimum education requirement: minimum of 5 passes (minimum Grade D) in Ordinary Level Leaving Certificate subjects, including Maths and English, or equivalent or superseding qualification. Fetac level 5.

Essential Skills & Experience

  • 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 and verbal information confidently and clearly
  • PC literate with excellent administrative skills
  • An interest in financial markets, the financial services industry and a desire to build on this knowledge


  • Financial services or Life and Pensions experience
  • QFA/APA qualification or a willingness to work towards same

Key Competencies

Customer Focussed - Self

Agile - Self

Accountable - Self

One Group, One Team - Self

Amplify Capability - Self

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: Sep 25, 2019
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