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Retention Specialist


Retention Specialist

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.

Purpose of the Role

OurCustomer Retention Team delivers a range of proactive and reactive telephone campaigns which support New Ireland's retention agenda. There are a number of key points during the life cycle of our products where we need to engage with our customers including - when they enquire about encashing, switching, skipping or reducing premiums, in advance of product maturities or when markets are volatile. It's our role to execute campaigns which will successfully allow us to retain customers during these times.

Key Accountabilities

  • Contribute proactively to the retention of existing business through a mix of proactive and reactive service campaigns. Collaborate with colleagues across the organisation in doing so in order to drive the retention agenda.
  • Demonstrate an in-depth knowledge of the Protection & Investment products sold and serviced by Bank of Ireland Life /New Ireland Assurance. Support colleagues to manage these queries.
  • Be a point of contact and support to the inbound phone teams through mentoring and coaching programmes. Support the team at peak periods during the year.
  • Contribute to the Retention Strategy by Identifying and implementing retention campaigns to improve service offering and customer experience.
  • Build relationships with internal and external customers across Bank of Ireland Life or New Ireland Channels e.g. Insurance & Investment Managers, BOI Branches, NIA Financial Advisors, NIA Broker Consultants, Brokers.
  • Exhibit excellent knowledge and understanding of customer query types, back office tasks, processes and job owners to be able to liaise effectively with a range of teams to resolve queries and assist team members.
  • Take responsibility for the loading of retention leads and reporting on each campaign showing excellent attention to detail and initiative.
  • Ensure all customer complaints are dealt with in accordance to the Ombudsman policy and procedures. Demonstrate understanding of these procedures and assist in the resolution process.

What is the opportunity

It's an exciting time to join our business! This role will present an excellent opportunity for the successful candidate to develop a detailed knowledge of the life and pensions industry and to contribute directly to the retention agenda.

We'll provide the tools and training to help you develop an in depth knowledge of our Protection, Investments and Pensions products, systems and campaigns. We'll support you with education and development and give you the opportunity further your career within the Life & Pensions industry.

Essential Qualifications

Success in this role will require a third level qualification or experience working in the life & Pensions and/or financial services industry.

A QFA is also required.

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

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: Feb 28, 2019
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