People, Person, Couch, Furniture

Sales Consultants


Sales Consultants

Bristol | England | United Kingdom

Description of Business Unit

Direct Sales aims to enhance and support an emerging multichannel proposition across consumer banking. To support the achievement of our key strategic goal and develop our banking business in Great Britain and Northern Ireland.

Retail UK sales and customer acquisition growth is underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with Post Office Money and the AA.Direct Sales play an integral role in maximising revenue and loyalty at the same time as offering customers choice and convenience through a broad product range across mortgages and banking products

Banking Direct handle both 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 individuals must be prepared to multi-skill across teams and product areas. The job purposes is to provide high standards of customer service to Banking customers and own the delivery within full compliance to Banking Conduct of Business rules, whilst robustly adhering to Training & Competency (T&C), conduct, telephony and business standards (FACE).

Key responsibilities

  • Be the initial point of contact for all banking enquiries into the contact centre and handle associated telephony support calls for the online service.
  • Conduct structured conversations to pre-qualify enquiries. This will involve determining basic eligibility and criteria checks, applying effective levels of judgement without exception
  • Deliver excellence in customer service and ensure all telephony standards targets are met
  • Review and keep up-to-date with all communications cascaded on criteria/policy changes, sales performance, service and key business messages
  • Achieve and maintain the required levels of competency in line with training and competence requirements, ensuring that all mandatory and regular training and/or testing is completed in accordance with training and competence requirements
  • To understand the implications and impact your role and activities have on our customers under Conduct Risk / Treating Customers Fairly principles and that you ensure fair outcomes to all customers
  • Ensuring departmental policies and procedure are adhered to i.e contact centre best practice

Essential Experience

Achieve sales targets and consistently remain compliant

  • Experience of working in a customer centric Contact Centre environment, working to telephony standards and metrics
  • Proven track record of complying with internal and external; regulatory, operational, compliance, credit and key control systems and procedures
  • Experienced at working to consistently meet or exceed minimum performance standards for sales interviews as specified in assessment documentation
  • Excellent planning and organisational skills
  • Passion for service excellence and serving customers
  • Keen attention to detail and accuracy in work outputs

Desirable skills

-Previous experience of working within a team within the banking industry

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: Oct 18, 2017

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