Bristol | England | United Kingdom
Description of business unit
Banking Direct, as part of Direct Sales aims to enhance and support an emerging multichannel proposition across consumer banking. Customer acquisition growth through Banking Direct is underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with the UK Post Office and AA. Direct Sales play an integral role in maximising revenue and loyalty at the same time as offering customers choice and convenience.
Purpose of the role
Direct Sales plays an integral role in maximising revenue and loyalty, at the same time as offering customers choice and convenience. Banking Direct, as part of Direct Sales, aims to enhance and support an emerging multichannel proposition across consumer banking. Customer acquisition growth through Banking Direct is underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with the UK Post Office and AA.
The role holder will support the achievement of our key strategic goal and develop our banking business in Great Britain. The role is within a Contact Centre environment that promotes customer centric behaviours and delivers continuous improvement, in addition to driving sales process adherence for Banking related products sold.
Sales Consultants will handle inbound and outbound sales enquiries, with a constant customer focus for a range of financial services products. The area is subject to full regulatory oversight and staff must be prepared to multi-skill across teams and product areas.
The role holder will provide customer service to Banking customers and own the delivery, with full compliance to Banking Conduct of Business rules, whilst robustly adhering to training and competency (T&C), conduct, telephony and business standards. They must ensure they:
The main purpose is to deliver to both new and existing customers across Bank of Ireland Group, Post Office and AA brands. Sales Consultants work with customers to understand their financial services needs and requirements to build meaningful relationships and provide information-only services requested by customers. Typical products include Loans, Credit Cards, Deposits and Personal Current Accounts.
A key focus with all activity is to ensure customer needs are met and that the team delivers outstanding performance to help the Bank grow quality revenue through the achievement of financial related targets set.
Essential skills and experience
- Ability to deliver excellent customer service through achievement of targets set
- Meet all annual performance plan objectives set
- Maintain regulatory standards set
- Meet all regular testing and health-check requirements
- Adhere to all Contact Centre Best Practice
- Be proactive in progressing own Individual Development Plan set
- Report all complaints and/or breaches
- Instil Conduct Risk (TCF) principles in all customer interactions and transactions
Desirable skills and experience
- Must be capable of interpreting policy and criteria to provide information only decision in principle declaration
- Must be capable of interpreting customer needs to provide relevant products and services
- Is able to make relevant enquiries with other areas of the business to manage customer expectations and provide service excellence
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
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