APA/QFA Customer Service Advisor

About the Position

APA/QFA Customer Service Advisor | Cpl Jobs

Location: Tallaght, Dublin 24

Working Hours: Monday-Friday | 09:00am - 04:45pm and 09:15am - 05:00pm

Contract length: 06 months

Salary: €16.48 per hour (equates to €30,000 per annum). For candidates with a full APA (3 modules), the salary is €32,000. For candidates who hold a QFA, the salary is €35,550.

Cpl is a proud Talent Partner to Bank of Ireland. We have been a trusted partner to deliver brilliant, engaged, and committed people to support Bank of Ireland’s promises to deliver for their customers. This role will provide full 360 support to you by way of full training, and ongoing support to develop yourself.

Responsibilities

• Manage assigned work queues of accounts by proactively contacting customers to agree on suitable sustainable solutions on their accounts.
• Respond to customer contact and obtain all pertinent information.
• Refer or escalate calls/queries as appropriate.
• Ensure all actions and initiatives comply with regulatory and internal procedures.
• Log all data pertaining to calls/actions on the relevant systems (CACS, TS2, Fibos, CMS, RADAR, CoRe, SharePoint, etc.).
• Maintain and build strong relationships with colleagues in Bank of Ireland.
• Knowledge of and adherence to all relevant policy, procedures, legal, audit, and system requirements.
• Highlight problem trends to the Department Manager which may require corrective action or improvement.
• Engage in goal setting, personal development plans (PDP), and performance reviews.
• Develop knowledge & skills and support the training of staff on the team.
• Support the change agenda at all times.

Requirements

• Essential Qualifications: APA loans or QFA.
• The ability to communicate effectively both verbally and in writing.
• Attention to detail and focus on delivering quality outcomes for customers.
• Listening skills with a problem-solving mindset.
• Ability to influence and negotiate sustainable solutions within pre-defined mandates.
• Proven ability to prioritize workloads and meet specific timescales.
• Experience of working in an emotionally challenging role preferred.

Nice to Have

• Negotiation skills.
• Regulatory Compliance knowledge.
• Teamwork abilities.

We Offer

• Flexible working opportunities.
• 23 days annual leave.
• Excellent pension contributions.
• 6 months paid maternity leave.
• Innovative fertility and surrogacy policy.
• Working parent supports.
• Employee assistance program.
• WebDoctor and financial wellbeing coaches available.
• Opportunities for educational and professional qualifications.

About the Company

Cpl is committed to providing a positive employee experience for all its people where everyone can gain access to meaningful and challenging work with opportunities for growth and career progression. Cpl is an Equal Opportunity employer. At Cpl, we believe that delivering our vision to be the world’s best at transforming our clients and candidates through sustainable transformational talent solutions & experiences can be achieved by having a diverse and inclusive culture, where everybody feels that they can bring their whole selves to work and are proud to do so.

Cpl welcomes applications from all individuals, including applicants with additional needs and disabilities and those who have taken time out for reasons including family or caring responsibilities. As a company, Cpl is a Gold Medal holder for Diversity & Inclusion. We have also been recognized as the 5th Best Large Workplace in Ireland by Great Place to Work®.

While initially these are contracts circa 6 months in duration; due to ongoing investment in front-line services, opportunities to extend are available subject to individual performance and availability of roles. Over the years, we have seen Cpl colleagues start something amazing, take experience from other roles, and build solid careers with Bank of Ireland, which has resulted in a very high proportion of people going on to have permanent careers with them when they become available.

We have had people leave to travel or continue their education come back and resume their journey.