Description of business unit We are seeking to recruit a Customer Care Administrator to support customers through their Encashment journey - which is when they want to take some or all of their money out of their investment with us., Customer Care is the team in New Ireland where we look after the servicing of all our individual customer policies with us. This is an important journey in our business, where we look after the needs of every individual and guide them safely through the process and delivering leading service to our customers and their advisors.. This is an exciting, challenging & rewarding role and involves working with many internal and external stakeholders. Purpose of the Role The role involves working with a team of enthusiastic and customer centric colleagues responsible for the encashment of existing Protection, Savings and Investments policies, whilst delivering a superior customer experience, ensuring that the highest quality and control standards (including anti-fraud measures) are maintained at all times! Key Accountabilities
Encashment of existing Protection, Savings and Investments policies.
Processing encashment transactions on time and accurately
Adherence to service level agreements and compliance requirements - ensuring customers get their money when they need it
Efficiently resolving customer queries while managing expectations on requirements needed and timeframes to complete
Developing and maintaining strong working relationships with our customers and internal colleagues
Working where appropriate with our service partners
Delivering excellent service to distribution channels and maintaining positive & supportive relationships with financial advisors
What is the opportunity This position is well suited to an individual looking to further a career in financial services and gain experience in a thriving and supportive workplace! There is opportunity to work directly with a real variety of people, from customers, brokers, financial advisors and other teams in New Ireland. Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our dedication to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office-based options available. We will always list a primary location which can be where you go for in person teamwork, and a location where you can best perform your role. Please note you must live in the jurisdiction for the business to which you are contracted. This job can be done anywhere in the Republic of Ireland with the primary office location as South Frederick Street to which travel will be required. Exact frequency to be agreed with manager. Essential Qualifications QFA is the preferred qualification however applications from individuals who hold APA Regulations and Savings & Investments will be accepted on the understanding, that, if successful at interview, they will commit to attaining QFA within 18 months of being appointed to the role. Essential Skills & Experience
Highly organised team player with the ability to resolve queries and make decisions, take full ownership of work and responsibility for performance.
Customer centric, with excellent communication skill
Understanding of Protection, Savings and Investments processes in an insurance environment
Excellent attention to detail with the ability to adapt quickly in a fast paced environment.
Ability to work on your own initiative is key.
Desirable Qualifications, Skills & Experience Experience processing on core systems Life400 and BLISS - desirable but not essential as training will be provided #li-hybrid #ij-hybrid Key Competencies
Customer Focused - Self
One Group, one team - Self
Accountable - Self
Amplify Capability - Self
Manage Risk - Self
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. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact . To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.