Job Description
A Customer Service Executive to support our Contact Centre Team. This is a permanent role based at Mars Capital’s Dublin office with some home working.
How You’ll Make An Impact
Manage inbound and outbound calls for the servicing of customer loan accounts.
Ensure system records are maintained and updated following every customer interaction.
Investigate, review and negotiate at individual account level, to ensure the correct customer outcome is achieved.
Liaise with internal teams in relation to the expediting of required information.
Complete general loan administration duties such as issuing mortgage statements, redemption statements and ad hoc manual letters.
Positively contribute to the achievement of agreed SLA’s.
Consistently record incidents immediately on detection of errors and engage with Risk Owner to resolve where required.
Take ownership of errors and complaints received, managing the customer experience to a successful resolution.
Consistently demonstrate that “the customer is at the heart of everything we do” through engagement with customers, and through the resolution of queries and issues in a timely and effective manner.
Contribute to the team and customers by generating continuous improvement ideas.
Qualifications
Essential Expertise:
Previous Contact Centre / Customer Service experience.
Computer literate, with the ability to quickly learn new systems.
Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service.
Ability to react and deal with change in a fast-moving environment, processing high-volume data within tight deadlines.
Proven ability to be accountable for and follow all defined procedures, controls, and instructions.
Good attention to detail, accuracy, and ability to multitask.
To work within and be compliant at all times with all relevant regulations and legislation applicable to this role.
Desirable Expertise:
Previous financial services experience.
Financial services qualification such as QFA / APA.
Central Bank of Ireland (CBI) Fitness & Probity Regime
Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.
#J-18808-Ljbffr