Job Descriptions

• Be an ambassador for PTSB and develop the Banks profile across multiple communities (internal and external) with a particular focus on our customer segments.
• Become the face of PTSB within your channel and representative at events/conferences.
• Build and maintain a deep understanding of customers, customer segments, customer needs, customer economics, products and digital capabilities that could positively shift the current mix of interactions across sales and service to a customer outcome focussed sales ethos across our voice, video and digital channels
• Identify where risks exists and proactively mitigate risks across the department.
• Ensure that all compliance, conduct and regulatory obligations are fully adhered to by the Digital Banking channel and specific actions are developed to reinforce and improve our first line of defence e.g. the Bank¿s Communication Policy, Code of Conduct on Mortgage Arrears (CCMA) Framework, CPC clock requirement and Debt Resolution Policies and Business Lending decision SLA¿s
• Optimise our customer interactions as defined in our Blackbelt program ethos and Omni-Opti Channel Charter, i.e. sales, service, self-service through our online, video, app and voice channels ¿ supporting the team in the achievement of assigned targets and maintenance of agreed KPI¿s - Maximising opportunities to achieve the bank¿s customer goals and commercial objectives
• Lead unified sales and service operation through your team, who will align to one of Digital and Direct¿s Centres of Excellence Generate a passion for professionalisation and a learning culture within your team, through the creation of individual development initiatives that are linked to relevant performance plans.
• Act as a visible role model, building a culture that promotes ethics, employee engagement and fun, is adaptable and can problem solve, with strong teamwork, collaboration, trust and respect ethos - ensuring the team is passionate about being part of the high energy team in Digital and Direct

• Relevant experience in sales and/or service in a fast paced contact centre
• Subject matter expertise relevant to the Centre of Excellence
• Deep understanding of compliance in a contact centre environment in terms of systems, policies and procedures
• Qualified Financial Advisor - recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA, APA in both Loans and Savings & Investments
• Proven ability to use own initiative, innovate and follow through to ensure digital, robotics, automation, colleagues, stakeholders and key business partners are connected and aligned to deliver positive customer outcomes
• Strong people management, coaching, developing and mentoring capabilities
• Strong ability to collect, analyse, interpret to inform operational sales and service decision making
• Excellent interpersonal and effective communication skills ¿ Key influencer and problem solver with entrepreneurial spirit
• Passion for digital and delivering a powerful customer experience
• Solution focused self-starter, organised, efficient, effective with an ongoing focus on the commercial, customer and colleague key performance indicators

• Lending experience

Skills

• Interpersonal Skills
• Strong Communication

Experience

• 3+ years