Customer Operations Specialist, Homes Direct, Naas/Airside

Date: 28-Jul-2022

Location: Dublin, IE

Company: Allied Irish Bank

Role: Customer Service Agent, Homes Direct

Location: Airside or Naas- depending on preferred location with ability to work from Home once fully trained.



This role is being offered on a temporary basis.


Summary of Role

We are seeking people to join our Homes Direct team which is a critical enabler of our Homes ambition to deliver new business that meets and outperforms performance cost and quality measures. We are a customer engagement team assisting in the progression of Mortgage Applications for customers for a wide range of different Mortgage Products.


These are fast paced roles and will require a strong self-starter with passion and energy to drive business performance. The ideal candidate will need to have a flexible and agile mind-set in your approach to doing business and engaging with the market and colleagues.


We’re looking for someone who can:

  • Delivers exceptional customer experience, engagement  and advice, guiding and managing the customer journey and leveraging the full suite of AIB products, tools and services
  • Demonstrates an agile and flexible approach that best meets customer needs at a time and place that best suits them
  • Act as first point of contact for the customer to start their mortgage journey across different platforms.
  • Delivers on Homes Business Performance measured by customer engagement and experience.
  • Acts as an advocate for the customer and influencing the customer journey including driving digital adoption
  • Ensures personal adherence to all relevant bank policies, procedures, AIB standards of credit management and excellence in Operational Risk Management, consistently demonstrating impeccable standards while maintaining/enhancing customer relationship
  • Contributes to AIB profit through revenue creation and lead generation for other products & services.


Who are we?

We’re AIB. A strong Irish bank packed with purpose - to back our customers to achieve their dreams and ambitions. That goes for our employees too – everything starts with you. We’re made of small teams where you have the chance to shine, so whoever you are, whatever you dream of, we back you.


Why join us?

We are excited about how we have changed our focus. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.


In AIB, we are currently transitioning to our Hybrid Model and teams who have been working remotely are now returning to the office 2 days per week.  We intend to progress our fuller hybrid working plans in the coming months, where onsite days are focused on purposeful attendance, prioritising time to collaborate, connecting with our teams and wider colleagues.


Does this sound like something that you want to be part of?


Minimum Criteria for this role:

  1. Proven track record to delivering strong results against agreed targets.
  2. Have an innovative approach to your role, always seeking ways to make improvements or suggestions to create better solutions.
  3. Display high level of customer engagement experience
  4. Excellent communications skills both written and verbal


Who you are?

You are a strong self-starter with passion and energy to drive business performance and great customer outcomes. You have the ability to make decisions, see different perspectives and are able to communicate your message in a concise and engaging manner. You are looking to develop your career on a highly motivated and energised team.   


If you feel you have what it takes, click apply and fill in the online application form. If you would like more information from the Talent Acquisition Team can help. You can them on email


By when?  Closing date is Thursday 18th August 2022

Job Segment: Operations Manager, Mortgage, Bank, Banking, Recruiting, Operations, Finance, Human Resources