Job Descriptions

Your
Role:

We are building a new
Customer centric Digital and Direct Bank in Permanent TSB, which will support
the bank’s ambition to become Ireland’s number one personal and small business
bank and deliver on the bank’s promise to work hard every day to build trust with our customers. We are seeking a high energy team who are
passionate about providing a best in class digital and direct experience that
is shaped by and responds to customers’; changing behaviour, lifelong
transactional and financial needs and rising expectations.

The successful candidate will be operating in a
fast moving environment which requires high levels of energy and a passion for
Digital and Direct.

Your Team:

You will report directly to the Customer Success, Commercial Growth
& Optimisation Lead, and work together as part of a team between 8 – 13
other Agents.

Your Responsibilities:

As a Customer Success & Commercial Growth
Advisor Digital & Direct you will be responsible for;

Customer
- Building and Realising Customer Connections:

• Be an ambassador for PTSB and
  develop the Banks’s 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 internal and external
  events/conferences.


• Understanding of customers
  needs, customer segments, PTSB products and digital capabilities in order
  to developing meaningful customer relationships through positive customer
  engagement interactions

Compliance,
Risk Control & Governance:

• Contribute to business
  objectives in a controlled and compliant manner


• Be ‘risk aware’ and
  contribute to the maintaining of robust risk framework in Digital and
  Direct by ensuring your customer interactions are conducted in accordance
  with legislative, regulatory, and PTSB policies and offer solutions to customers are
  appropriate to their needs


• Contribute to business
  objectives in a controlled and compliant manner

Commercial
Growth, Cross Functional Collaboration:

• 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 maintaining
  agreed KPI’s - Maximising opportunities to achieve the bank’s customer
  goals and commercial objectives


• Work collaboratively together with the wider function under the
  Digital and Directs Centres of Excellence Model


• Demonstrate ability to think
  outside of the box to self-solutionise sales and service queries


• Support change programmes in
  a fast paced environment – using knowledge of best practices through
  voice, digital and other technology mechanisms

Self-Development
– Living as a Leader:

• Have a passion for
  professionalisation and commitment to continuous self-development by
  agreeing and annual performance plan together with your Line Manager


• Continuously review skills, and be flexible and open to feedback

Culture
– Be Part of Our Inclusive Team:

• Act as a visible role model, striving for 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


• Champion the ptsb values in
  your interactions with customers and colleagues

Requirements:

Essential

• Enthusiasm, goal orientated
  with high levels of energy and a passion for Digital and Direct


• A passion for delivering the
  highest level of customer experience with excellent interpersonal and
  effective communication skills


• Motivation to build a best in
  class Digital and Direct Bank


• Commitment to complete
  professional qualifications within 2 years to enable you to progress your
  career within Permanent TSB – Qualified Financial Advisor – recognised
  qualifications to permit the discussion of product information and provide
  advise to customers i.e QFA, APA in both Loans and Savings &
  Investments


• Eager to develop skills,
  capabilities and competencies


• Understanding of compliance
  in a contact centre environment


• Proactive, forward looking
  and driven philosophy


• Solution driven self-starter
  that is organised, efficient, effective and focussed on the commercial,
  customer and colleague KPI’s all the time

Competencies for Your Role / Behaviours for Success:

Fitness & Probity:

This
job is a not a controlled function role.

Skills

Experience

• 2 years