Mortgages, Pensions, Insurance
Complaint Specialist, Complaint Management Team - 1st Floor, Nassau House, Dublin 2
The Complaint Management Team within Bank of Ireland/New Ireland Assurance operate in a busy complaint handling department where focus on bringing customer complaints to a satisfactory resolution for both the customers and the business. The team manage on average 2,339 complaints per annum and whilst the complaint resolution work is very customer focussed, the team does operate within a regulatory framework.
A position has arisen for an administrator within the Complaints Handling Team. We are looking for candidates who have a keen interest in providing excellent customer service.
Key Responsibilities:
- Investigating complaints across the three channels.
- Ensure adherence to Consumer Protection Code timeframes for all new complaints and appeals received.
- Manage daily complaint queues ? Get work, Process and Pending
- Ensure all complaints received are logged on the Complaint Handling System.
- Administer Complaint Ex-gratia Payments and FSO Awards.
- Develop an in-dept understanding of the products services by New Ireland Assurance/Bank of Ireland Life.
- Work as part of a team to achieve quality customer service and to meet service level agreements.
- Participate in personal and team development activities to maximise personal and team performance.
Essential Key Requirements:
- Relevant 3rd level qualification OR 1-2years experience working in the financial services industry..
- Evidence of excellent written and verbal communication skills.
- Demonstrate an ability to maintain a high level of accuracy and attention to detail.
- Evidence of strong customer focus and good customer relationship management skills.
- Experience in dealing with complaints and an understanding of company policy.
- Evidence of having a solid understanding of the role of the Financial Service Ombudsman and the Financial Regulator.
- 5 Grade D's in Ordinary Leaving Certificate subjects; or equivalent.
To perform this role an individual must either be a QFA accredited individual or must obtain the relevant qualification within 4 years of appointment date.
Key Competencies
- Working Together - Level 1
- Serving Customers - Level 1
- Desiring Quality - Level 1
- Making Decisions - Level 1
- Solving Problems - Level 1
- Being Innovative - Level 1
- Desirable Key Requirements:
- Good interpersonal skills
- Strong organisational skills
- Ability to work on own initiatives and under pressure
Additional Information
- Previous Life & Pensions Industry experience would be beneficial
- Knowledge of New Ireland/Bank of Ireland Life products (Pensions, Protection, Savings and Investments)
- Requirement to develop an interest and ongoing knowledge of financial markets.
Remuneration
To be discussed with the successful candidate
Closing Date:
5pm, Friday 20th January 2012