Customer Operations Specialist, Retail Banking, Dublin

Location/Office Policy:  Central Park, Leopardstown. Fully on-site.

• Are you looking to kick-start your professional career with Ireland’s leading bank?
• Do you have a passion for Customer Service?

What is the Role:

As a Customer Operations Specialist in our Credit Support Unit, you’ll play a vital role in assisting customers who are experiencing financial difficulties. This is a telephony-based role, offering you the opportunity to interact directly with customers, delivering personalized support and solutions.

You'll gain valuable experience with a wide range of banking products and services across AIB, EBS, and Haven Mortgages, providing a solid foundation for future growth within Ireland’s banking sector. Join our dynamic, fast-paced team and take the first step toward a rewarding career.

We operate on a shift basis as follows:

• Week 1: Monday to Friday – 9.00 to 4.30pm
• Week 2: Monday to Friday – 9.00 to 4.30pm
• Week 3: Monday to Thursday 11.30am until 8.00pm, Friday 10.00am - 6.00pm & Saturday 9.00am – 1.00pm
• Week 4: Monday to Thursday 09.00am until 5.30pm & Friday 10.00am – 6.00pm

Key Accountabilities:

• Act as the first point of contact for customers in or approaching financial difficulty, providing effective support by phone.
• Contact customers regarding account arrears and work to identify the most appropriate solutions tailored to their needs.
• Maintain up-to-date customer records in compliance with CCMA and CPC regulations.
• Respond promptly and effectively to customer queries related to their accounts.
• Consistently exceed customer expectations by providing exceptional, integrity-driven service.

What you Will Bring:

• Minimum 12 months experience in a customer facing-role, with a proven track record of delivering outstanding service.
• Proven track record to delivering strong results against agreed targets.
• A passion for engaging with customers and delivering solutions with integrity.
• Consistently provide the highest quality customer engagements, meeting and often exceeding customer expectations and acting with total integrity.
• A commitment to becoming fully accredited with minimum requirement of successfully attaining APA Loans (Loans & Regulations) within probationary period together with working towards achievement of full QFA status.

All successful candidates will be required to become accredited to a minimum of an APA in Loans by completing Qualified Financial Advisor modules, in a specified timeframe.  The Bank will cover the cost of registration with the Institute of Bankers and for completion of required modules.  If successful, the Bank will pay a monetary reward.  Paid study leave is also provided.

Why Work for AIB:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities:

• Customer Focus
• Collaborates
• Demonstrates Self Awareness
• Ensures Accountability
• Streamline & Simplify
• Customer Service Excellence

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Talent Acquisition Team at careers@aib.ie for a conversation.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.  

Application deadline : Friday 31st January 2025